Konecta establishes itself as a leader in artificial intelligence (AI) architecture, facilitating its clients in incorporating this technology by providing strategic consultancy and technological architecture. These solutions are designed to effectively integrate AI and digitalization into their operations centers. On May 22nd, the company will celebrate the 19th edition of ExpoContact, an event that will highlight the positive impact of AI on customer experience and explore how the combination of human talent and technology can elevate customer service levels.
The rapid adoption of Artificial Intelligence is transforming numerous sectors, including customer service, where it has significantly contributed to increased operational efficiency and cost reduction through the automation of repetitive tasks and routine processes. Additionally, AI allows for much deeper service personalization through comprehensive analysis of large volumes of data.
In response to these technological advancements, Konecta, a multinational company that offers customer experience solutions globally to more than 500 clients with the help of over 130,000 collaborators, acts as a true AI architect. Manuel Tarrasa, Global Director of Artificial Intelligence and Innovation at Konecta, highlights the company’s commitment to providing each client with the necessary AI and digitalization tools for their operations, continuously adapting to technological advances.
Konecta is not only dedicated to developing and enhancing products and services driven by Generative Artificial Intelligence (GenAI) – a branch of AI that focuses on creating algorithms and models capable of generating new and original content – but also ensures that these are seamlessly integrated into existing systems and processes. Additionally, the company relies on third-party solutions that align with the specific needs of its clients, creating a well-integrated ecosystem of AI solutions. This ecosystem includes Conversational AI tools, such as automatic response bots and virtual advisors, as well as digital solutions that facilitate process automation and error reduction.
This comprehensive approach not only addresses the specific challenges and opportunities of each sector but also promotes a more seamless and effective adoption of AI in the business world, redefining what is possible in terms of customer experience and operational efficiency.
Smartclaims: optimizing the role of AI and human capital in customer service
As part of their GenAI strategy, Konecta has developed Smartclaims, a claims management solution for the insurance sector. This tool combines traditional and cutting-edge AI capabilities, while recognizing the ongoing role of human agents in customer service. Thus, it makes it possible to efficiently manage claims with minimal human intervention, including document indexing, claims registration, classification, data extraction, and storage. However, for claims requiring human intervention, the use of a co-pilot agent provides agents with access to consolidated information summaries and actionable suggestions.
The integration of Smartclaims has led to a 30% reduction in processing times and a 90% decrease in errors. As a result, the company has expanded the tool’s capabilities to handle other types of Back Office tickets, such as complaint management and subscription changes, in the energy and telecommunications industries, among others.
Ensuring multilingual communication to achieve customer satisfaction
Consumers expect companies to communicate with them in their own language, but this poses several challenges for brands; for instance, linguistic errors in emails, chats, or messages can cause customer annoyance or even serious misunderstandings. A Konecta client in the telecommunications sector in Europe communicates with its customers in multiple languages but faces difficulties related to multilingual accuracy. Agents struggle with spelling, and traditional dictionary and rule-based spell checkers do not fully meet their needs in real-time.
To prevent this from affecting the relationships between the company and its customers, Konecta has collaborated with the client on a Multilingual Spelling Corrector solution, where agents’ outputs are verified using GenAI, providing corrections with fewer errors and faster than traditional spell-checking approaches. As a result, average handling times (AHT) have been reduced, and customer satisfaction and loyalty have increased.
Empowering agents through knowledge management tools
The integration of GenAI has also made it possible to improve and accelerate agents’ access to information and knowledge they can use to interact with customers. In many cases, agents face customer questions for which they may encounter an information overload (or lack), leading to delays in finding answers. Therefore, Konecta relies on AI to enhance real-time information retrieval for agents through the creation of chatbots and virtual assistants.
This innovative Conversational AI tool has been successfully integrated into clients’ operations in the energy and public sectors, resulting in improvements in AHT, higher first response resolution levels, improved response quality, significant reductions in human errors, and an overall enhanced experience for agents.
Boosting agent performance through voice analytics and hyper-personalization
To increase agent training personalization and achieve maximum performance, Konecta has introduced its innovative Coach AI solution, leveraging its AI-based conversational intelligence platform (Speech Analytics Experience) that analyzes 100% of interactions between agents and customers.
The company utilized IA voice analytics and Coach AI in an outbound sales campaign for a major European retailer in tasks such as automated analysis and processing of interactions, automatic detection of best practices for each conversation phase, and identifying and developing personalized training actions and content. The results obtained through the implementation of this solution included a 22% increase in sales and a 25% reduction in new agent onboarding times.
Manuel Tarrasa, Global Director of Artificial Intelligence and Innovation at Konecta, states that “Konecta is committed to constant innovation and excellence in customer service, placing AI as a fundamental pillar in its strategy. The company promotes the adoption of this technology to offer services with higher quality, efficiency, and, above all, personalization.”
Affirming this commitment to technological innovation, Konecta will host the 19th edition of the ExpoContact congress on May 22nd, where all the latest digital transformation developments and industry trends will be analyzed, along with various advances related to GenAI by high-level speakers from the sector. This year, under the theme “Doubling Intelligence: Maximizing Customer Experience,” the event will highlight the use of AI in customer experience, focusing on how the combination of human talent and technology can deliver the best customer experience.