De izquierda a derecha, el vicepresidente de Tecnología de Digitel, Gabriel Díaz; Gianfranco Di Girolamo, CEO de Soutec; Carlos Villamizar, vicepresidente de Comercial de Digitel y Luis Artuto Baquero, vicepresidente para la Región Andina de Genesys.
Digitel firmó este 19 de noviembre un convenio con la empresa integradora Soutec y Genesys, una plataforma global especializada en experiencia del cliente, para desarrollar soluciones tecnológicas durante los próximos años. El proyecto se enfocará inicialmente en sistemas de respuesta de voz interactiva cognitiva (IVR) apoyados en machine learning, con el objetivo de entender mejor las intenciones y expectativas de los usuarios.
Con el tiempo, se planea que estas herramientas incorporen inteligencia artificial generativa, para lograr una experiencia aún más avanzada y proactiva en la atención al cliente, dijo Gabriel Díaz, vicepresidente de Tecnología de la Información de la operadora 0412.
Genesys tiene como objetivo principal mejorar la experiencia de atención al cliente de Digitel mediante la implementación de tecnologías avanzadas, impulsadas por inteligencia artificial (IA) y aprendizaje automático, señaló Luis Arturo Baquero,vicepresidente para la Región Andina de esa empresa..
Para Gianfranco Di Girolamo, CEO de la desarrolladora Soutec, el convenio permitirá optimizar la experiencia del cliente a través de la integración de datos. «Esto permitirá el desarrollo de soluciones específicas basadas en el comportamiento y preferencias individuales de los usuarios» dijo Di Girolamo. Agregó que la atención al cliente será mucho más rápida, precisa y adaptada a las necesidades particulares de los usuarios.
Carlos Villamizar, vicepresidente de Comercial de Digitel dijo que este acuerdo estratégico busca transformar los canales de comunicación de Digitel para ofrecer una atención más eficiente, hiperpersonalizada y orquestada, anticipándose a las necesidades de sus usuarios.
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