Sure! Here’s the translation into American English:
—
Over a thousand professionals from the sector gathered for the twentieth edition of Expocontact, an event organized by Konecta that took place at La Quinta del Jarama. This year, the event focused on the profound impact of artificial intelligence (AI) on customer service, highlighting how this technology not only complements but also transforms the work of human agents. Under the motto “Intelligence that Inspires People Who Connect,” the day began with the presentation of AmaIA, a humanoid robot that utilizes artificial intelligence, and continued throughout the day with various talks and panel discussions.
Nourdine Bihmane, CEO of Grupo Konecta, emphasized the new stage the company is undergoing, which seeks to adapt to the needs of its clients and become a strategic partner in technological evolution. As part of this strategy, Konecta has opened five global competence centers dedicated to the implementation of GenAI, stressing the importance of forming partnerships with global allies while maintaining local commitments.
Óscar Vergé, Chief AI Deployment Officer at Konecta, reflected on the capabilities of agent-based AI, which allows for anticipating problems and resolving them before clients identify them, optimizing efficiency and reducing errors. During a panel discussion, experts like Mario Alonso from Devoteam and Laura Martínez from Google Cloud addressed the need for proactive security measures to protect business data in an increasingly vulnerable digital context.
The adoption of AI in customer experience has generated a paradigm shift, according to Karine Palacios and Andrés Braceras from Vocalcom, who highlighted the transition from a fragmented approach to a more unified one, where humans and machines collaborate effectively. However, challenges such as resistance to change and data management accompanying this evolution were also noted.
In a panel moderated by Miguel Ángel de Manuel from Konecta, innovation leaders debated the integration of GenAI in the sector, discussing both the opportunities and obstacles that this digital transformation entails. Enrique García Gullón, general director of Konecta Iberia, concluded the event by stressing that AI has become an essential driver of change in elevating the quality of customer service.
The Konecta Foundation also celebrated its 20th anniversary, presenting awards to initiatives that have stood out in innovation and social commitment, including projects like the Green Employment Hub from J.P. Morgan Chase. The ceremony featured prominent figures, including Infanta Doña Elena of Bourbon and Father Ángel.
Thus, Expocontact has established itself as a key space for knowledge exchange and the creation of synergies aimed at improving customer service through the union of human talent and technology.
via: MiMub in Spanish
