WEBVTT

1
00:00:00.638 --> 00:00:02.190
(upbeat music)

2
00:00:02.190 --> 00:00:03.570
<v ->Isaac, bienvenido,</v>

3
00:00:03.570 --> 00:00:05.490
I'm really excited for the conversation today.

4
00:00:05.490 --> 00:00:06.660
<v ->I'm very glad to be here.</v>

5
00:00:06.660 --> 00:00:09.960
<v ->Help us understand Aeromexico's starting point</v>

6
00:00:09.960 --> 00:00:12.360
before any of your AI journey.

7
00:00:12.360 --> 00:00:14.310
<v ->We've been working with a call center</v>

8
00:00:14.310 --> 00:00:15.720
and transforming our operations

9
00:00:15.720 --> 00:00:17.880
for the last four years into one

10
00:00:17.880 --> 00:00:20.220
of a state of the art in the industry.

11
00:00:20.220 --> 00:00:22.740
But the challenge is that it didn't grow more.

12
00:00:22.740 --> 00:00:25.427
The alliance that we have with BCG,

13
00:00:25.427 --> 00:00:29.610
BCG X, and AWS was great in being all together

14
00:00:29.610 --> 00:00:33.210
and creating value for our customers, for our company,

15
00:00:33.210 --> 00:00:34.710
for our employees as well.

16
00:00:34.710 --> 00:00:37.590
<v ->You had a very clear vision of where you wanted to go.</v>

17
00:00:37.590 --> 00:00:38.850
Can you share that vision?

18
00:00:38.850 --> 00:00:41.610
<v ->AI opened us a new paradigm to make things</v>

19
00:00:41.610 --> 00:00:43.860
that, before, was just a dream,

20
00:00:43.860 --> 00:00:45.840
but now it comes to a reality, right?

21
00:00:45.840 --> 00:00:47.880
<v ->I think one of the great things in our partnership</v>

22
00:00:47.880 --> 00:00:51.120
was, there was definitely a shift of from a cost

23
00:00:51.120 --> 00:00:52.260
to a value center.

24
00:00:52.260 --> 00:00:53.880
I would love for you to share a little bit

25
00:00:53.880 --> 00:00:55.500
about that journey.

26
00:00:55.500 --> 00:00:57.420
<v ->When we are talking about a contact center,</v>

27
00:00:57.420 --> 00:01:00.120
changing the mindset from the cost of the call

28
00:01:00.120 --> 00:01:02.430
to the revenue that we can get from a call.

29
00:01:02.430 --> 00:01:03.907
How many does a call cost?

30
00:01:03.907 --> 00:01:05.460
$5, $3.

31
00:01:05.460 --> 00:01:06.390
What is the importance

32
00:01:06.390 --> 00:01:10.410
of that cost if you can get 100 or $200 per call?

33
00:01:10.410 --> 00:01:14.340
And that's what the beauty of this call site initiative was.

34
00:01:14.340 --> 00:01:17.850
With call sites, we can understand why a good performer

35
00:01:17.850 --> 00:01:19.290
is a good performer.

36
00:01:19.290 --> 00:01:21.030
What are the behaviors, the knowledge?

37
00:01:21.030 --> 00:01:24.420
What is what makes him different or her different, no?

38
00:01:24.420 --> 00:01:28.230
It's also how we can empower him with all the AI tools

39
00:01:28.230 --> 00:01:30.240
to improve the answers, the requests,

40
00:01:30.240 --> 00:01:31.920
the recommendations,

41
00:01:31.920 --> 00:01:34.830
or whatever the customer is needing at that point.

42
00:01:34.830 --> 00:01:36.600
And they have this view

43
00:01:36.600 --> 00:01:40.290
of an AI coach based on our quality model.

44
00:01:40.290 --> 00:01:42.150
Before, we couldn't get information

45
00:01:42.150 --> 00:01:43.830
on the value of the calls.

46
00:01:43.830 --> 00:01:46.410
We just processed 2, 3% of the calls.

47
00:01:46.410 --> 00:01:47.400
It wasn't scalable.

48
00:01:47.400 --> 00:01:49.740
Today, 100% of the calls

49
00:01:49.740 --> 00:01:52.830
that we receive are processed through AI.

50
00:01:52.830 --> 00:01:56.790
So this changed into value for our organization.

51
00:01:56.790 --> 00:01:58.680
What are the context of the customers?

52
00:01:58.680 --> 00:02:00.840
What is the best product to the needs

53
00:02:00.840 --> 00:02:02.700
of the customer at that point?

54
00:02:02.700 --> 00:02:05.580
But also, what pain points do we have?

55
00:02:05.580 --> 00:02:07.470
What are the process that are broken?

56
00:02:07.470 --> 00:02:10.200
All this information is now available,

57
00:02:10.200 --> 00:02:12.030
but not just for the call center,

58
00:02:12.030 --> 00:02:13.590
for the whole organization.

59
00:02:13.590 --> 00:02:15.720
Marketing teams, customer experience teams,

60
00:02:15.720 --> 00:02:17.490
transformation teams.

61
00:02:17.490 --> 00:02:19.290
They have millions of interactions.

62
00:02:19.290 --> 00:02:22.290
We are changing the way that the contact center works.

63
00:02:22.290 --> 00:02:25.200
<v ->My favorite example is, if you identify a person</v>

64
00:02:25.200 --> 00:02:27.810
that is traveling with an infinite lap, you are able

65
00:02:27.810 --> 00:02:30.870
to help them get to a premier seat with a bassinet,

66
00:02:30.870 --> 00:02:34.320
and they were 13 times more likely to purchase that, right?

67
00:02:34.320 --> 00:02:36.390
And it provides a better experience for them

68
00:02:36.390 --> 00:02:39.090
because if you've ever done it, you know, it's tough.

69
00:02:39.090 --> 00:02:41.910
<v ->You already know what is the best offer for that customer.</v>

70
00:02:41.910 --> 00:02:44.070
I mean, input that into our engine

71
00:02:44.070 --> 00:02:46.620
to improve our next best offer so the agent,

72
00:02:46.620 --> 00:02:49.740
we can empower the agent with this information in order

73
00:02:49.740 --> 00:02:52.890
to improve the revenue that they are getting with the calls.

74
00:02:52.890 --> 00:02:54.927
I think we made a very, very good thing

75
00:02:54.927 --> 00:02:57.960
and the results that we are getting are awesome.

76
00:02:57.960 --> 00:02:59.580
It's always people first,

77
00:02:59.580 --> 00:03:01.950
because we can't do this without people.

78
00:03:01.950 --> 00:03:04.680
<v ->Thank you for letting us be part of Aeromexico's,</v>

79
00:03:04.680 --> 00:03:06.030
as you put it, "AI magic."

80
00:03:06.030 --> 00:03:07.410
It's been an absolute pleasure

81
00:03:07.410 --> 00:03:10.510
and an honor to be able to partner with you on this.

82
00:03:10.510 --> 00:03:13.677
(inspirational music)