artificial intelligence

Technological evolution has radically transformed the customer service landscape: from legacy single-channel systems we have moved to integrated infrastructures that simultaneously manage voice, chat, email, social media, and messaging apps. This transformation requires a complete overhaul…

Artificial intelligence in modern contact centers is divided into two basic strategic approaches: automation vs augmentation. The former completely replaces human intervention, while the latter enhances operators' capabilities. Understanding when to apply each approach determines the…

The evolution of customer service is through the integration of advanced technologies that optimize user experience and operational efficiency. I voicebots represent today's most promising frontier for customer service., offering immediate and personalized responses through conversational…

The evolution of the relationship between AI and people represents one of the most crucial challenges of our time. In the customer service industry, finding the perfect balance between intelligent automation and "human touch" is not…

CX automation represents the natural evolution of customer service, where artificial intelligence and automation work together to create personalized and immediate experiences. This technological revolution is completely redefining the way companies interact with their customers, streamlining…

At the center of this case study is amajor company that operates nationwide IT services in Brazil. This organization is responsible for a large technology infrastructure that supports a nationwide citizen service. With hundreds of simultaneous…