{"id":56431,"date":"2026-01-13T12:01:22","date_gmt":"2026-01-13T11:01:22","guid":{"rendered":"https:\/\/enreach.es\/?p=56431"},"modified":"2026-01-13T16:40:53","modified_gmt":"2026-01-13T15:40:53","slug":"most-popular-types-of-ai-that-support-customer-service-teams","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/most-popular-types-of-ai-that-support-customer-service-teams\/","title":{"rendered":"Most popular types of AI that support customer service teams"},"content":{"rendered":"

The use of artificial intelligence in customer service<\/a><\/strong> is a key support for teams<\/strong> looking to be more agile, provide round-the-clock support and meet the requirement of handling 95% of calls, chats, SMS and emails in under three minutes<\/strong>, as established by the Customer Service Act.<\/p>\n

In practice, AI Agents are not limited to automating responses; they also enhance the customer experience and make the day-to-day work of agents and supervisors easier.<\/strong><\/p>\n

Today, there are various AI-powered solutions<\/strong> designed to perform very specific tasks within customer service<\/strong>. Below, we look at the most common ones and the role they play in both a customer service department<\/strong> and a contact centre<\/strong>.<\/p>\n

5 TYPES OF AI FOR CUSTOMER-FACING TEAMS<\/strong><\/h2>\n

1. CHAT AI AGENTS<\/strong><\/h3>\n

Chat AI Agents<\/em> or chatbots<\/em><\/a> interact directly with customers<\/strong> through digital instant messaging channels such as website or in-app chat<\/strong>, WhatsApp<\/strong> and social media<\/strong>. Their main role is to resolve frequently asked questions and guide users through simple processes.<\/p>\n

In addition to providing immediate answers, they help filter requests and gather customer information<\/strong> before passing them on to a human agent, who receives the full context of the conversation.<\/p>\n

2. VOICE AI AGENTS<\/strong><\/h3>\n

Voice AI Agents<\/em> or voicebots<\/em><\/a> operate on the same logic as chatbots, with the key difference that they work exclusively on voice channels: telephony, WhatsApp voice<\/a>, click&talk, and more. Their main functions include handling traditional and WhatsApp calls<\/strong>, identifying customer intent, resolving common queries and guiding users through straightforward processes.<\/p>\n

Advances in this technology already allow them to hold almost human-like conversations thanks to neural voices<\/strong>.<\/p>\n

Their use enables teams to split incoming call traffic and resolve queries without the need for agent intervention<\/strong>. Their effectiveness depends on being connected to the team\u2019s information sources, such as knowledge base articles, CRM and ERP systems, among others.<\/p>\n

3. AGENT COPILOTS<\/strong><\/h3>\n

Agent copilots<\/em> act as real-time support for agents<\/strong>. While the conversation is taking place, they suggest responses, display relevant information or recommend the next best action<\/strong>, as well as instantly answering questions from human agents<\/strong>.<\/p>\n

This helps reduce errors, shorten handling times and deliver a more efficient service.<\/p>\n

4. SENTIMENT ANALYSIS<\/strong><\/h3>\n

Sentiment analysis or speech analytics<\/em><\/a> is a more advanced tool that, through conversation transcription<\/strong>, generates a title<\/strong> and summary<\/strong> of the interaction, assigns a category<\/strong>, extracts the customer\u2019s satisfaction level<\/strong> from their language (written or spoken) and evaluates agent performance<\/strong>.<\/p>\n

All this data is collected in a business intelligence<\/em> platform (such as Power BI) to monitor service quality levels in real time<\/strong>.<\/p>\n

5. REAL-TIME TRANSLATION<\/strong><\/h3>\n

Real-time translation enables teams to support customers in different languages without the need for multilingual agents<\/strong>. The system translates messages or voice conversations almost instantly.<\/p>\n

This makes it easier to provide support in co-official languages<\/strong>, as required by the Customer Service Act, as well as in foreign languages<\/strong>.<\/p>\n

FINAL CONCLUSIONS<\/strong><\/h2>\n

Artificial intelligence is a tool that all teams can use to comply with the 95\/3 requirement of the current Customer Service Act<\/strong>, particularly when dealing with frequent and straightforward enquiries which, while quick for agents to resolve, free them up to focus on more complex issues.<\/p>\n

Never before has the sector had access to a technology capable of taking care of both the customer experience and the agent experience<\/strong> to such an extent. AI capabilities are evolving at lightning speed, making it a powerful ally in delivering the faster, more personalised experiences today\u2019s consumers expect.<\/p>\n