Nacho, let's focus on GenAI
and customer service.
Where are you seeing the biggest opportunities and the biggest
challenges?
So within GenAI,
customer service is probably the largest business opportunity for
telcos, and it is so because it's a linguistic task, and
actually that's what GenAI
is actually very good at it.
We're thinking that in the next two years, the advanced
companies will actually be able to save 70% of the cost of
customer service.
That's the big opportunity for GenAI
and customer service.
The challenge—it's really hard to scale this.
Most of our clients are in the POC stage, so really testing the
technology, but really scale that across all their call
centers and being able to actually capture those impacts—
that's the heartbeats that will happen in the next couple of
years.
Where do you see GenAI
having the most significant impact on customer service?
There are two elements that will drive most impact.
The first one is pure automation.
Can I solve the customer inquiries and problems over a
voice bot in the IVR or in a chat or digital environment?
And that's basically reducing contacts with humans.
The second element is basically can I augment the human
frontline.
Can I give them tools and technologies so they are better
agents—saving time and being able to resolve faster.
Those are the two elements, augmentation and automation.
Can you give me any examples of where it's working?
Yeah, absolutely.
So one of our clients, for instance, we are actually
helping them automate all of these through voice bots and
chat versions.
So that's probably the hardest problem today.
And they are starting with sales engagements, and then they are
going to progress to customer service.
If I go to augmentation, I can explain also another client, a
telco, that is addressing the frontline experience for the
agents.
They're deploying frontline technology, and the ambition is
to reduce substantially the average handling time and
increasing the first-time right with the customer touch points.
Nacho, thank you so much.
Thank you.