Artificial Intelligence (AI) is revolutionizing the way call centers and contact centers operate, significantly transforming both customer experience and operational efficiency. In recent years, we have witnessed the accelerated evolution of AI adoption in these environments, enabling unprecedented personalization in various customer interactions. AI’s ability to analyze large volumes of data in real time has helped optimize call distribution, reducing wait times and improving user satisfaction.
At the same time, AI has contributed to automating tasks traditionally performed by humans, such as resolving frequent inquiries and providing basic technical support. This allows human agents to focus on more complex tasks. The combination of AI and human talent is facilitating better planning, optimizing agent allocation based on demand and consumer profiles.
However, contact centers still face significant challenges, such as integrating new technologies, managing large data volumes, and maintaining a balance between automation and human empathy. Despite these obstacles, current and future trends offer promising solutions, ranging from increasingly sophisticated virtual assistants to the implementation of predictive analytics that anticipate customer needs.
Today, we are speaking with Fernando Asenjo, Co-Leader of Generative AI Solutions at Allianz Technology, about the impact of incorporating Generative Artificial Intelligence into call centers. From his position, Fernando leads global conversational and generative AI projects to enhance the efficiency of Contact Centers.
He defines himself as passionate about technology and its impact on business, contributing his expertise as a bridge between business and AI solutions that are reshaping the market. He is also a lecturer at business schools and companies, where he shares his knowledge on this technology and digital transformation, with the goal of helping professionals and organizations harness the full potential of these technologies in their daily operations.
What can you expect to hear in this podcast?
- The evolution of Artificial Intelligence in Call Centers.
- The improvement of personalization in customer interactions through AI.
- The aspects of customer service that can be automated.
- The use of AI to optimize call distribution and reduce wait times.
- The main challenges faced by contact centers.
- How AI can improve resource planning and agent allocation.
- The most promising Artificial Intelligence trends for contact centers in the coming years.
We look forward to seeing you on Digital Talks by t2ó ONE ! The episode is now available on our Spotify, Apple Podcast, YouTube, and iVoox channels. 🎧
If you enjoyed it and find it relevant to your business, don’t miss the other episodes—you’ll learn from the best! 🤓
