WEBVTT

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Nacho, let's focus on GenAI

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and customer service.

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Where are you seeing the biggest
opportunities and the biggest

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challenges?

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So within GenAI,

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customer service is probably the
largest business opportunity for

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telcos, and it is so because
it's a linguistic task, and

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actually that's what GenAI

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is actually very good at it.

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We're thinking that in the next
two years, the advanced

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companies will actually be able
to save 70% of the cost of

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customer service.

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That's the big opportunity for
GenAI

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and customer service.

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The challenge—it's really hard
to scale this.

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Most of our clients are in the
POC stage, so really testing the

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technology, but really scale
that across all their call

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centers and being able to
actually capture those impacts—

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that's the heartbeats that will
happen in the next couple of

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years.

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Where do you see GenAI

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having the most significant
impact on customer service?

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There are two elements that will
drive most impact.

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The first one is pure
automation.

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Can I solve the customer
inquiries and problems over a

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voice bot in the IVR or in a
chat or digital environment?

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And that's basically reducing
contacts with humans.

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The second element is basically
can I augment the human

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frontline.

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Can I give them tools and
technologies so they are better

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agents—saving time and being
able to resolve faster.

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Those are the two elements,
augmentation and automation.

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Can you give me any examples of
where it's working?

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Yeah, absolutely.

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So one of our clients, for
instance, we are actually

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helping them automate all of
these through voice bots and

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chat versions.

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So that's probably the hardest
problem today.

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And they are starting with sales
engagements, and then they are

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going to progress to customer
service.

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If I go to augmentation, I can
explain also another client, a

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telco, that is addressing the
frontline experience for the

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agents.

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They're deploying frontline
technology, and the ambition is

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to reduce substantially the
average handling time and

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increasing the first-time right
with the customer touch points.

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Nacho, thank you so much.

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Thank you.