AI in CX Summit 2025: Shaping the future of customer experience | Engageware

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AI in CX Summit 2025: Shaping the future of customer experience

Videos

AI in CX Summit 2025: Shaping the future of customer experience

The AI Summit 2025 brought together leaders from banking, telecom, and customer experience to examine how AI is being deployed in regulated industries today.

Special event

AI in CX Summit 2025: Shaping the future of customer experience

Aivo | Banco Comafi | América Móvil | Banco Columbia | Banorte  [2h 29m]

The original event was presented in Spanish. This version is an AI-powered English dub created for accessibility and broader audience reach.

The AI Summit 2025 brought together leaders from banking, telecom, and customer experience to examine how AI is being deployed in regulated industries today. The conversation reflects a clear shift from pilot programs to scaled execution, with organizations using AI to deliver faster, more complete customer resolution. In some cases, virtual assistants now handle close to 50% of customer service interactions, with continued growth expected.

Click for sound

2:29:22

●●●●●

Opening titles

Keynote – Enduring AI: From Strategy to Execution

Panel – Conversational AI and the Banking Transformation of Customer Experience

Executive Talk – AI + CX: From Contact to Resolution

Fireside Chat - CX Autónomo: La Próxima Frontera

Across sessions, a consistent theme emerged: technology alone is not the differentiator. Success depends on data quality, governance, and how organizations design human and AI collaboration. Many teams are building assistants that resolve customer needs end to end, rather than redirecting to other channels. At the same time, companies are seeing measurable returns, with AI initiatives delivering 3.5× ROI within an average of 14 months.

50

%

Nearly half of customer service interactions are handled by virtual assistants in some cases

Looking ahead, the next phase is agentic AI, where systems can plan and act with greater autonomy. Leaders emphasized that adoption will depend on strong governance, ethical frameworks, and alignment across teams to ensure accuracy, compliance, and long-term impact.

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Chapter Opening titles

Speaker 1

Welcomeeveryonetothisevent,thismajorvirtualeventonartificialintelligence,onAI,onCX,theCustomerExperienceSummitbyAYVO,anEngagewarecompany.AYVO,asyouknow,isametabusinesspartner,andthey'vebroughtthiseventtoallofyouincollaborationwiththeInstitutoMexicanodeTeleServicesandtheCXGlobalSummit.Overthenexttwoandahalfhours,we'regonnahear,you'llbehearingfromsomeofthetopexpertvoicesaroundtheworld,andespeciallyinourlanguageacrossLatinAmerica,sharingthelatestinnovationsinCXandhowthey'rerevolutionizingthefutureofcustomerinteraction.

Solet'sgetstarted.Letmeintroducemyself.MynameisJoaquinDonvilla,andI'llbeyourhostfortheday,thespeakerguidingthisentireevent.I'mreallylucky,right,tobepartofthisincredibleeventwherewe'regenuinelygonnalearnhowtheworldofAIactuallyworkstoday.

Appliedartificialintelligence,especiallyinbusiness,willcoverstrategy,willcovertactics,willcovertechnology,butaboveall,beinatremendouslypracticalenvironmentalongsideprofessionals,greatprofessionalswhodon'tcomefromthetheoreticalworldofAIandcustomerexperience.Quitetheopposite.Theseareprofessionalswhoareactivelyrunningmajorprojectsformajorcompaniesrightnowintheworldoftoday'stechnology.I'mJoaquinDunvila,aTEDspeakeronacoupleofoccasions,anexecutiveatmajormultinationalcompaniesformorethanthirtyyears,thelastthirtyyears,whichmeansI'mgettingclosetooldage,right?

Somethingworthknowing,Isuppose.I'mgenuinelyherewithahugeappetitetolearn,andI'llbeapproachingthisfromapersonalperspective.I'matyourdisposalthroughouttheentiresession.Andifanyonewantstoconnectafterwards,youcanfindmeonsocialmedia,LinkedIn,Instagram,whateveryouprefer.

I'mtotallyavailable.I'mjoiningtoday'seventfromSpain.I'mbasedinMadridwhere,well,youknowwheretofindme.

Chapter Keynote – Enduring AI: From Strategy to Execution

Speaker 1

We'regoingtokickoffwithakeynotethatIthinkisextremelyrelevant,AIThatEndures.

Ithinkthattitlealreadytellsusalot.Itsaysagreatdealaboutthespeakerswehavewithustoday,thevoicesjoiningusontheothersideofthescreen,fromstrategytoexecution.We'lllookatthestrategicapproach,butwe'llalsoseeitputintoaction.Inthissession,we'regonnadiscoverhowtoleadAItransformations,but,andthisiskey,onesthatgeneraterealimpact.

Realimpact,right?We'refortunatetohaveSilvanaandMartinewithus.I'lldoabrief,verybrief,introductioncomparedtotheirresumesinfrontofme.I'llkeepitshort.

Right?BearwithmebecausetheseareextraordinaryprofessionalsIcouldspendalongtimetalkingabout,theircaliberandtheircredentials.Butanyway,wehaveSilvanaSilvanaSaki,globalstrategymanageratBancoColumbiawithmorethantwentyfiveyearsleadingpaymentecosystemsandchannels,productdevelopment,anddigitalplatforms.She'sabenchmark,aleadingreferenceintheworldofinnovation.

Sheactuallydrovethebank'smobileapp,whichwasrecognizedwiththePlatinumAwardatFinTechAmericastwentytwentyfivefordigitaltransformationandwasafinalistattheBankingTechAwardstwentytwentyfiveforBestCustomerExperienceInitiativeandBestMobileInitiative.Thankyousomuch,Silvana,formakingtimetobeherewithallofus.Andalso,I'msoexcitedtolearnfromeverythingyou'veexperienced.I'mreally,really,reallyproudtohavemadethatintroductionandabsolutelydelightedtobesharingthiseventwithyou.

WealsohaveMartinewithus,anotheroutstandingprofessional.MartineBarrau,DirectorofProfessionalServicesatIvo,andit'strulyaprivilegetohaveacompanyofthiscaliberinvolved.Thankyousomuch,Martine,formakingroominyourschedule,forgivingusyourtime,andforalltheincredibleeffortwe'veputyouthroughoverthelastfewdaysofpreparationandadaptation.Martineisanexpertinimplementation,andthatmatters,right?

We'renotheretostayinthetheoretical.He'sallaboutimplementationandthesuccessofAIprojects,artificialintelligence,conversationalAIatglobalscale,trulyglobalworldwidewithafocusontechnologyadoptionandthisissoimportant,tangibleresultsinCX,incustomerexperience.It'simportantthatweapproachthissessionforwhatitis,averypracticalsessionwherewegettospendtimewiththesetwoexceptionalprofessionals.Iwannathanknotonlyalltheorganizersforeveryeffortthatwentintogettingustothispoint,butinthiscase,veryespeciallyourspeakers.

Speaker 2

Martin,thefloorisyours.I'llhandyouthecamera.Thankyou.Thankyou,Joaquin.Goodmorning.Goodafternoon,everyone.

Speaker 3

Hey,So.Howareyou?Goodmorning.Goodmorning,everyone.

Speaker 2

Thankyousomuchforbeingwithus.It'sapleasure.Sogreat.Sogreat.Reallygreattohaveyouhere.

Soletmegiveyouallaquickupdate.WithSilvana,we'recurrentlyimplementingconversationalAIforBancoColombia.We'rerightinthemiddleoftheimplementation.Soalotoftheseconceptsareveryfreshforus,right?

Fromthisfirstblockthatwewanttosharewithyou,whichcoversthejourneyfromstrategytoexecution.Right?SoI'dlovetostartthere,Sell.Ifyou'regoodwithit,let'skickthingsoffwithstrategy.

Weknowthat,well,manybanksareexploringAI.Othersareinthemiddleofimplementingit.Othershavealreadyimplementedit,butnotallofthemmanagedtoturnitintoarealinitiative,right,withmeasurableimpact.

Speaker 3

SothefirstthingIwantedtoaskyoutosharewiththeaudiencehereishowdidthedecisioncomeabouttoincorporateAIintoBancoColombia'sdigitalstrategy?Well,goodmorningagaintoeveryone,andthankyou.Sothedecisioncomesfromagrowingneedtosolvetheproblemofimmediacy.It'sanincrediblyimportantdriver.

Customersnowneedtoresolvethingsandaccessinformationatalltimes,twentyfourseven,threesixtyfivedaysayear.Inotherwords,whatthey'relookingforistohaveinformationfullyavailableatanymoment.Informationthat'saccurateandfast.Theywanttoresolveeverythingnow.

Becauseintoday'sworld,timematters.AndthisisreallytheculminationofadigitaltransformationthatBancoColumbiastartedwithanappanappthat,aswasmentioned,wasrecognizedwithanawardbackinMarchofthisyear.Andontopofthatapp,whichisbuiltonatechnologyfoundationwe'veadvancedenormouslywithtechnologicalnetworks,weneedtolayerinartificialintelligencetosolvethoseproblemsofimmediacyandaccesstoinformationandtransactionsinawaythat'simmediateandintelligent.WhyismyAndIimaginethere'salsoabitoffintechpressuretheretoo,right?

AlsoforYes,yes,thanksforbringingthatup.Thetruthis,thefintechsalsonoticedthattherewasaneedtostayconnectedallthetime,especiallyayounger,moretechsavvysegmentthatwouldaccessservicesonholidays,lateatnight,whenevertheycould,whenevertheywanted,whenevertheneedarose.

Speaker 2

Thefintechsspottedthisearlierthanthebanks,andbankshadtotransformthemselvesfastbecauseiftheydidn't,theywereobviouslylosingopportunities.Right?Exactly.Exactly.Exactly.Exactly.Andright,youwerejusttalkingaboutneeds,right?

Speaker 3

Thebankidentifiestheseneedsandyou'vebeenabletoturnthemintoopportunities,right?Startingwith,well,allofthis,modernizingthechannels,butnowalsoimplementingAI.Right?Whatopportunitieshaveyouidentifiedthere?

Somany,Martijn.Honestly,weseehugeopportunitiesinwhatisembeddedfinance.Whatthatmeansisthatasabank,youcanmakesalesservicesavailableoutsideofyourtraditionalchannels,likephysicalbranches.Soyou'renolongerdependentonhavingbrancheseverywhereacrossthecountry.

Instead,throughembeddedfinance,whichmeanssalesprocessesandretailthroughsellers,youcanachievemassivescalabilityatalowcost.Andyouhavenewsaleschannelsthatyoucan'tevenpredictwherethey'llendupbecauseeachoneofthemisamassiveopportunitytogrowyourbusiness.Right?

Speaker 2

Soyes,yes.Embeddedfinanceisreallywhereweseethepotentialtogrowenormously.Right.Right.

Exactly.Andtheconceptofomnichannelisgreathere.Right?Well,youallknow,thoseofyouwhoknowourplatformknowthatthat'skindofwhatweaimfor.

And,well,let'ssee.IimaginethatwiththismodernizationofchannelsandwiththisAIprojectunderway,theassistantiscalledClarafromBancolombia.ButIimagineyou'vealsohadsomeinfrastructurechallenges.Right?

Youcan'tjustimplementsomethinglikethisovernight.Youmentionedthatyou'veupdatedsomeofthebank'schannels.Yeah.Andthiswaspostpandemic.

Right?

Speaker 3

Drivenbythataccelerationofdigitaltransformation.ButwhatotherchallengesdidyoufaceintermsofinfrastructurewithITandeverythingelsebeforetakingthatfirststepwithAI?Thebankwasveryfocusedonwhatareknowngloballyaspensioners,right?Retirees,that'sthewordweuse.Andthatsegmentofcustomersneedsmorepersonalizedattention.

Withthat,plusthepandemicandthatparticularcustomercluster,thebankhadconcentratedalmostallitsprocessesinperson.Sotheopportunityintermsofevaluatingtheinfrastructureistostartdigitizingallservices,right?Evenmovingtoadigitalcallcenter,wherecustomerscanaccessthreesixtydegrees,alltheirproducts,andresolveeverythinginasingleinteractiontheirfullpositionoverview,forexample.Rightnow,whatwe'reworkingonisnewautomatedservicechannelswithoutneglectingthosecustomerswhostillneedahybridexperienceorwhoneedtowalkintoabranchandseethefaceofanadviser.Soithastodoalittlewiththisshiftthat'shappeningwhereevenpensionersaremovingtowardmoderndigitalchannelsbecausetheyhaveauthorizedrepresentatives,whatwecallapoderados,theirchildrentypically,orthenewerretireesarealreadythere,orsoontobepensionerswillbetechsavvy.

Speaker 2

Soit'sabigstepwhenweevaluatetheinfrastructuretostartdigitizingallthemicroservices.Exactly,exactly.Andnotjustdoingitallatonce,right,beforeimplementing,butratherthroughouttheimplementationasitcontinuestoevolve.

Youkeepadaptingthoseservicesandaddingnewonesandsoon.That'sadvicewealwaysgiveourclients,right?NowwithallthesegenerativeAIquestionsandeverythingelse,what'skeyishavingyourinformationwellorganized,accessiblethroughservicesthatarehighperformingandfast.Sowell,verygood.And,well,Iimagineyoualsowentthroughavendorselectionprocesslikemostofthepeoplehereintheaudience.

Speaker 3

Howdidyouendupchoosingus?How'dyougetthere?Well,letmetellyou.Letmesharethatwitheveryone.

Beingabank,andIimaginemostcompanieshavetransparentprocesseswhereyouneedtoevaluateatleastthreevendors,andafterthatevaluation,whereyoulookatcost,benefitandservice,weaskedforreferences.Andhonestly,thosereferenceswereexcellentforIvo,fromComafi,PrimaandMovistar.Weaskedforthreereferences.Wecouldhavekeptgoing.

Butwhatwewerelookingforwasspeedandimplementation.

Andaboveall,Martine,everyonewhounderstoodtheecosystemandtheregulations,becausewe'reoperatingatapaceataspeedwhereyoureallyneedtogetverycreativetobeabletodeliveranswersandhitatimetomarketthat'sfavorable,right?Becauseifnot,peoplefindothersolutionsgiventhatimmediacywetalkedaboutearlier.Sowhatultimatelydefinedourchoicewerethereferencesandtheknowledgeoftheecosystemandtheregulations.Right.Right.AndthisisArgentina,right?

Speaker 2

Sorry.WeareinArgentina.That'sfine.That'sfine.Nowinalittlewhile,we'llcomebacktothetopicofregulationsbecauseit's,yes,superimportant.

Butalso,whenwe'replanningtoimplement,right,withinanorganization,there'sakeyissue,andit'snotsomuchaboutthetechnicalside.Right?It'smoreabouttheteam.Aligningateamaroundasharedvisionandhavingeveryonegenuinelysharethatvisionisfundamental.

AndIimagineyoufacedquiteafewchallengesthere,right?Howinvolvedwerethey?Whatwasthatjourneylikegettingthewholebankteamonboard?

Speaker 3

NotjustthepeopledirectlyinvolvedintheClaraproject,whoobviouslyknoweverything,right?Whatwasthatlike?Exactly.Well,thetruthisthatleadershiptodayisn'ttopdownanymore.

It'scrossfunctional.Whatyoubuildareinterdisciplinaryroundtables.Wecallthemtribes,butthey'restillinterdisciplinaryroundtables,whichmeanswehaveinputfromstakeholdersacrossallareas.

Buttheoneweneedtoconvincemostistheproductownerbecausethey'retheonesultimatelywhodrivetheagilesalesprocessesandthegoodcustomerexperience.Soaccompanyingwhatwecallthecustomerjourney,right?Fromtheverystart?

Yes,yes,yes,ofresolvingafinancialneedoradaytodayneed,goingtothesupermarket,alwaysbeingthefirstchoice,asweputthechoiceofabank.Sogenuinely,alltheproductownersworkedveryactivelywithalotofenthusiasm,becausethisisobviouslyaboutmakingsurethateverychannel,everytouchpointacrossthevariouschannels,inthiscaseavirtualassistantlikeClara,leadstoanewcustomer,monetizesacontact,resolvesaquery,aproblem,apieceofadvice.Soitwasn'tdifficultatalltogetthewholeteamonboard.Honestly,notatall.

Great.Andontopofthat,itfeelslikeanecessity.It'surgenttohaveAIinyourprocesses.Andthat'showeveryteamseesit.

Speaker 2

WhatagreatteamatBancoColumbia.Really,truly,Iwasluckyenoughtomeetalotofthem.That'sright.Wesendourgreetingstoeveryone.

Andthetrainingsessions,reallyexcellent.But,well,it'snotalwayseasy.Right?BecauseonceAIstartstointeractwithcustomers,ethics,right,itstartstobecomepartofthedesignitself.

It'snolongertheoretical.Itbecomesoperational.AndyouknowexactlywhatI'mpointingat.Theteam.

Yes.Security.Right?Yes.Howdidyoumanagetobringthissecurityteamalong?

Whatdidthosenegotiationslooklike?Becausethat'swheremostbankstendtohittheirbiggestroadblocks,right?

Speaker 3

Correct.Correct.Honestly,thenegotiatingsessionsandtheearlyconversationsworkingthroughittogetherwiththem.Well,itwasreallyaboutfindingagoodbalance,I'dsay,betweenthecustomerexperienceandnotcompromisingthesecurityabankneedswhilestillmeetingthecomplianceguidelinesthatcompliancedemands.

Let'sremember,everybankisregulatedbythecentralbankofitscountry.SothenegotiationwehadwithsecurityandI'mgratefulforit,becauseultimatelythey'retheoneswhoprotectus,right?Wasfairly,I'dsayharmoniousbecausewealwaysunderstoodwhattheywereexplainingandlayingoutintermsoftheguidelinesweneededtofollow.Forexample,oneoftheBancoCentral'srecommendationsanditisarecommendation,notarule,butBancoColombiahasadoptedit,isnottosendpersonaldatatotheAI,meaning,forexample,anIDnumber.

Thosestayinthelocalplatforms,butthedatathatgetssenttotheAIisareferencecodelinkedtothatIDnumber.Sobecausewedon'tknowwhereAIultimatelyendsup,wemadetheethicaldecision.AndIwanttoreiterate,eventhoughthecentralbankrecommendsitbutdoesn'trequireitnottosendpersonaldatatotheAI.Andthen,well,I'llsharemoreaswegoaboutotherkindsofagreementswereachedwithsecurity,whichformewastherichestpartoftheprojectbecausewelearnedsomuch.

Speaker 2

Welearnedalot,alot.Andwell,yes,regulationhasthateffect.Right?Butitdoesn'tnecessarilystopinnovationeither.

Right?Whatitdoes,asyousaid,isforceustogetmorecreativewithincertainlimits.Right?Andinthatsense,wealsogethelpfromMeta.

Right?WithtoolslikeWhatsAppflow,wherewecanbuildexperiencesthataremoresecureandflexibleforthesekindsofsensitiveareas.Right?Passwords,onlinebankinglogins,well,thosewecannavigateprettywellwithWhatsAppflow,but,well,also,yes.

Speaker 3

Youstillneedtocoordinatewiththebanksecurityteam?Yes,ifyou'llallowme.LetmeaddsomethingheresinceyoumentionedWhatsAppflow.Forus,itwashonestlyaperfectpointofresolution,acommongroundsolutionbetweensecurityandthebusiness.

TheabilitytobringinWhatsAppflow,forexample,forwhenacustomerasksviaWhatsAppabouttheirsavingsaccountbalancesothatitdoesn'tstayintheWhatsAppchathistory.ItwasresolvedthroughWhatsAppflow.Thecustomerseesit,butit'snotstoredinthehistory.Soitwasalsoawin.AgoodUXforthecustomerwithoutcompromisingsecurityandwithoutstoringhistoryinWhatsApp,whichwouldexposedatathatshouldn'tbestoredthere,right?Itshouldbeprotected.

Speaker 2

Sohonestly,exactly.That'swhyIsaytherichestpartwassecurity.Yes,yes.Inthistypeofimplementation,yougenerallyfindyourself,andwe'veseenthistoowithclientsinthisaudience,right?

Whereyouhavetobalancebetweenregulation,securityandexperience.Itdependswhowinsthearmwrestle.Well,youendupleaningmoretowardexperienceormoretowardssecurity,butit'snevergoingtobepurelyoneortheother,right?Sothat'ssomethingimportanttokeepinmindforthosewholeadthiskindofproject.

Therearebattlesyouwinandsomeyoudon't,butyoucanfindabalanceandtherearemanydifferentexperienceoptionstoimplement.And,well,movingjustalittlefurtheraheadnow,right?GenerativeAIentersthepictureandnewquestionscomeup,right?Whenitcomestoimplementingit,andnotjustaboutwhatyoucando,butaboutwhatyoushoulddo,right?

So,well,thosewhoknowourproduct,weofferseverallayersofunderstanding.Thefirstisasemanticlayerwherewecanhavealotofcontrolovertheexperience.Right?Nobias.

Right?ButcontrolledinordertoavoidhandinggenerativeAIcertainthingswhereweneedtobeonehundredpercentaccurate,right?

Speaker 3

Right.Tellusabitaboutwhatwe'regoingtobedoingatBancoColumbia.Howdidwestart?Yes.

Well,thatwasalsoMartin.ItwasalsoabigroundtableofconversationandagreementsbecausegenerativeAI,well,ofcourse,itcontributesenormously.ButatBancoColombia,whatwedecidedinitiallywastobringitin,butwithcontrolledpages.Whatdoesthatmean?

ItmeansnotopeningitupforthegenerativeAItobrowsethroughallavailablepagesandservecustomersinformationthathasn'tbeenvettedbythebank.Right?Sowhatwedecidedwascontrolledpagesonly,meaning,forexample,theBancoCentraldelleRepublicaArgentina,whichisofficialinformation,accurateinformation,andthebank'sownwebsite,thebank'ssite.Sowe'llbestartingwithgenerativeAIwithcontrolledpages,whichmeansweachieveprecisioncontroloverwhatinformationgetstothecustomerwhileweseehowitperforms.

Right?

Speaker 2

Andnotopenituptothousandsandthousandsofpageswherewedon'tknowwhatinformationtheymightbringin.Exactly.Exactly.Yes.

Andabigpartofwhatwe'realsoproposingfromthestartistokeepmeasuring,right?HowthesegenerativeAIcasesareperforming,graduallypushingtheteamfurtherforwardandbringinginmoreadvancedcases,right?Sohere,we'realreadylookingalittleaheadtowardthefuturevisionandmaintenanceofthiskindofproject.Look,implementingAIisjustthebeginning.

Right,Sill?Absolutely.Therealchallengethatcomesafterimplementation,andwealreadyhaveagoliveinonemonth,therealchallengeiskeepingitrelevant,right?Scalableandcontinuingtoalignitwiththebusinessover,yes.

Speaker 3

Overtime.Doyouhaveavisionforthat?Whatwouldyouliketoachieveinthenexttwelve,twentyfourmonthswithAI?WithAI?Well,honestly,ourfirstMVPisfocusedonretailbanking,individualcustomers.

Retailbankingalwayshaslowercomplexitytoimplement.Andtoansweryourquestion,whatwewanttoachieveinthenexttwelvetotwentyfourmonthsisexactlytokeepadding,forexample,othersegments,inthiscase,businessbanking,wherethere'slessexperiencewithAI,right?Especiallybecausethetransactionalcasesaremorecomplex.Jointsignaturesthataren'tresolvedyet,notevenwithoutAI.

Speaker 2

Right.Andaboveall,yes.

Goahead.

No,no.Ijustwantedtosayit'salsohardertofindgoodservices,right?Fromthebankitself,thatsupport,thatkindofwell,retailbankingdoesgetalotoffocus.Right.

Speaker 3

Right.Andbusinessbankingsometimesmakesithardtofindgoodservicestoimplement.Itiscomplex.That'swhyit'sarealchallenge.

ButIthinksincewe'retalkingmediumtolongterm,it'sgoingtohappeneventually,becausetherewillbetransactionalcases.MaybethesimpleronescanberesolvedinbusinessbankingwithAI.Andaboveall,leveragingthedata,right?Inasmarterway.

Wow.Becauselet'sremember,todayit'sallaboutdeliveringahyperpersonalizedexperience.Theclustermodelisoutdated.Thatideaisgone,right?

Clustersareover.Youcan'tjustsayanymore,well,peopleagedtwentyfivetothirtyfivebehavethisway.That'snothowitworks.Therealityisthateveryoneofthosecustomershasaspecificneed.

That'swhywenowtalkabouthyperpersonalization.

Speaker 2

Thegoal,thewholepointofallthis,isthatwhenthebankmakesavalueoffertosomeone,ithastobehyperpersonalizedforthatperson,notforagroup.Sohugechallenge.Hugechallenge,nodoubt.

That'swherewe'reheading.Andmanyintheaudienceareprobablyrightinthemiddleofthatsamechallenge.Soit'sreallyexcitingtobeonthatjourneywithyou.We'realsocontinuingtopushtheproductforward,right?Sowecankeepgettingcloserandclosertothatgoalofhyperpersonalization.Well,soweonlyhaveafewminutesleft.

Speaker 3

Iwanttoclosewithonelastquestion.AndIthinkitwouldbegreattohearwhatlessonswe'retakingawayfromallthis.

I'maskingyou,butreallybothofyouandthewholeteam.Whatarethekeylearningswe'retakingawayfromthisjourney?Enormous,enormous.Andyou'repartofit.

YouknowwhatI'mabouttosayistrue.ThetruthiswhatIcantellyou,whatIcansharewitheveryone,isthatit'sastructureofconstantevolution.Youhavetorethinkhowyoubuildyourteams.They'renotstaticanymore.

Youneedconstanttraining,inourcaseforClara,becauseyougenuinelyneedtokeeptrainingherbecausenewproductscomeoutorcustomershavenewqueries.Andallofthatmeansyouneedadedicatedteamforthevirtualassistant,whichbecomesjustanotherchannel,justanothersaleschannel,right?Andmaybethemostimportantone,maybethemostimportantone,becauseit'stheonethat'savailabletwentyfourhoursaday.Aswesaidearlier,sevenbytwentyfourbythreesixtyfive.

AndwhatIdon'twanttoforgetifIhavetwomoreminutesistosayhowimportantitistotrackthemetrics,theKPIs,right,basedonapriorSLAthatwe'vedefinedtogether,whichtiesintoallofthis,right?Aswealwayssaidwhilewewereinthoseroundtablesandtribes,today,youdon'tdifferentiateyourselfbyhavingabetterproductorbetterpricingbecausehonestly,priceandproductareeasy.Thoseofusinbusinessknowthatpriceandproductareeasy.Whereyou'llstandoutisinspeed,intimetomarket,inhowyoumeetthatneed,thecustomerexperience,customersatisfaction,andallofthatneedstobetrackedwithmetrics,whichluckilyAIisgoingtogiveus.

Speaker 2

Soyoucan'taffordtoignorethemregardlessofwhetherthecustomerfillsoutordoesn'tfilloutasatisfactionsurvey.We'regoingtohaveawholerangeofindicatorsofhowthatinteractionwithClarawent,right?Sogenuinely,Ithinkit'samassivechallenge.It'sconstantlearning,andwestillhavealongroadahead.

Nobodyknowswhereitendsupbecausewehopeitgoesonformanyyears.Andyes,forsure.You'reright.You'reabsolutelyright.

Anyway,well,honestly,thankyouforsharingsuchavaluableperspective.Becauseifonethingisclear,it'sthatimplementingAIisn'tjustabouthavingthebestmodelorthebestinfrastructure.Youneedaclearstrategy,ethical,sustainable.Youneedtobringtheteamsalong.

Right?

Speaker 1

Endtoend,thewholeorganizationneedstobeaccompanyingaccompanyingthechangebecauseultimately,theAIthatenduresistheonethatalignswiththepurpose,withthecustomer,andwiththeevolution.Right?Theconstantevolutionwe'reallliving.Thanks,Phil.

Exactly.Thankyouforthepanel.Ofcourse.Thankyousomuch.Notatall.Notatall.

Well,Ithinkwe'regoingbacktoJoaquin.Areyouthere?

Andhereweareagain.Indeed,veryinteresting,right?Ithinktheperspectivewe'vejustseenfromoneofthesectorsthatisveryprobablyamongthemostinteresting,right?Fromthestandpointofdataanalysisandinformation,right,we'regonnaseeotherexperiencesnow.ButIthinkit'sreallyimportantwekeepinmindthateverythingaroundthemanagementofdataistremendously,tremendouslyimportant.

Andweshouldknowthattheyoperateinaregulatedenvironment.Andifyouwant,forgiveme,I'mjugglingtwosessionsatonce,andifyouwantthemostcontrolledenvironmentthatexiststoday,it'sveryprobablytelecomsandbanking.Right?Personally,IspentnineyearsasanexecutiveataSpanishbank,onewitharoundfivethousandbranches.Ilaunchedonlinebankingtheresomeyearsago,andI'dsaythatinSpain,justtogiveyouthatcontext,right,Ithinkwe'veseen,we'vewitnessedanexperiencethat'sbeenextremelyrelevant.InSpain,we'veimplementedmobilebankingandAIisnowbeingappliedpracticallyacrosseverysingleprocess.Togiveyouasense,togiveusallasense,foroverfifteenmonthsnow,themajorbanks,BVA,CasaBank,andSantander,haveimplementedAIandfinancialadvisory,whichacrossmuchofEuropehasbeenanareawhereregulationweighsheavily.

Financialadvisory.Notjustanyonecangivefinancialadvice.Youneedspecificcertifications,andfinancialadvisoryAIsarebeginningtoreplace,veryprobablyatthefirstlevelsofclientinteraction,they'rebeginningtotaketheplaceoffinancialadvisors,atleastinthefirstpointofcontact,right?Inassessingwhetheracustomerfitsaprofile,aretheymoreaggressive,moreconservative,andsoonandsoonandsoon.Weareinafully,Ithink,deployedenvironmentintechnology,inextremelyadvancedtechnologythatfive,six,sevenyearsagowasaffectingmorecommercialprocesses,morecustomerservice.

Andnowit'sstartingtoevengobeyondthecapabilitiesoffinancialadvisory.ThegenerativeAIsforfinancialadvisoryhereinSpainatthesethreemajorinstitutions,whichsomeofyoumaywellknow,arealsobeingsubjectedtotheregulatoryenvironment.Thedatathatfallsundertheregulatoryframework,BancodeEspanaandtheCNMVinSpain,theEuropeanCentralBankforallofEurope,andaswassorightlynotedinthepreviouspanel,datasecurityisveryprobablythemostimportantareaofall.Withoutfurtherado,let'smoveintothesecond.

We'lltalkaboutthekeytakeawaysabitlater,right?Butinthesecondmajorsegmentoftheday,thankyousomuchtoourfirstpanelists,we'regoingtoopenapanelthatwilllookatconversationalAIandthebankingtransformationofthecustomerexperience.Thisisreallyimportantbecauseoverthenextthirtyminutes,we'regoingtoseehowconversationalAI,whichisbeginningtoenterconversationsaroundprocesses,oftenadministrativeones,butincreasinglynowaroundfinancialdecisions,isevolvingfrombasicchatbotstointelligentagentsthatdelivercompletesolutionsinahighlyregulatedenvironment,right?

Weknowthisverywell,probablysincetwothousandandeight.Iwasgeneralmanagerofabankhereintwothousandandeight.Averyparticularenvironment,right?Theregulatoryenvironmenttightenedverysignificantlyateverylevel,andwe'regonnalookathowthisisaffectingthings,right?

Chapter Panel – Conversational AI and the Banking Transformation of Customer Experience

Speaker 1

We'regonnaintroduceforthatpurposethreegreat,trulygreatprofessionals.First,wehaveFabianMayalla,whoyoucanseeonthebackgroundslide,right?FabianisdigitalbankingmanageratBancoKamathiwithmorethanfifteenyearsleadingglobaldigitalbanking,aleadingprofessionalreferenceininnovationandself-serviceexperiences,andalsoinautomatedconversationalsolutionsrecognizedinthemarket,suchasWhatsAppbanking,whichwontheFinTechAmericastwentytwentyfiveawardforinnovationincybersecurity.Thankyousomuch,Fabian.

I'llhandittoyouinjustamoment,andmanythanksformakingroominyourscheduletobeherewithus.We'realldelightedtohaveyouheretolearnfromyou,right?Fromthatexperience,right?WealsohaveAndresGallegos,DirectorofAlternativeChannelsatBonNortePensionsandInsurance,withnearlytwentyyearsinbankinginnovationandunderhisleadership,IthinkBonorteasabenchmarkinstitution,right?

Isareferencenotonlyintechnologyandinnovation,butinautomatedconversationalsolutionsasbothMetaandBCGhaverecentlyhighlighted.Rizai.CarinaAcostawillalsobejoiningus,director,inthiscase,headofcustomersuccessforLatinAmerica.Areferenceincustomersuccess,whatI'dcallatrulyexceptionalexpert,right?

Withaninternationaltrackrecord,andIthinkfromatechnologystandpointatthehighestlevel,whichwe'llbeluckytoseenow,right?

Speaker 4

Alwaysdrivingsatisfactionandveryimportantly,tangiblevalueinbankingandtelecomscompanies,whichareveryprobablythetwomostadvancedsectorsinthisspace.Right?Data,information,conversation,theuseofartificialintelligencetoservethecustomer.Withoutfurtherado,overtoyou,Karina.

Youhavebothvideoandaudio.Thankyouallthreeforbeingherewithus.Thankyou,Joaquin,fortheintroduction.Welcome,FabianandAndres.

SohappytosharethisspacewithyoutotalkalittleabouthowAIisshapingthepresentandthefutureofthefinancialsectorintheregion.Youbothcomefromcompanieswhereforsomeyearsnow,you'vebeenonthistransformationjourney.Andsotoday,you'llbesharingwithusyourexperiencesandperspectivesonusecases,challenges,andthefutureofthecustomerexperiencewithAI.

Speaker 5

Sotogetstarted,IwouldliketopassthefloortoFabiantotellusalittleabouthisroleandtheexperiencehehashadimplementingAIinitiatives,conversationalAI,inthecustomerservicechannelsatBancoComafi.Well,goodmorning.Goodafternoon,everyone.Thankyou,Corina.Andres,greattobehere.AndthanksaswelltoJoaquin,Silvana,andMartin,whokickedoffthiswonderfulspace.Somanythanksfortheparticipationand,ofcourse,toIvofortheinvitation.

Soinmycase,IamheretotalktoyouaboutSophia.We,Sophia,youareprobablyalreadyfamiliarwithher.Inthecommunity,sheswellknown,butsheisourvirtualassistantthatwevebuiltoverthepastcoupleofyearswithAevo,Engageware,whereourgoal,ourspirit,letssay,ourevolution,isallaboutcreatingsimple,intuitive,andresolvingexperiences.

Withinthatcontext,wevedevelopedSofia,notjustasaninteractionchannelwiththecustomer,butalsoasatransactionalchannel,right?Beingabletoresolvecriticalthingssimplythroughachat.Howdidwedoallofthis?Obviously,alwaysstartingfromagreatteam,right?

Bringingtogether,let'ssay,thecriticalmassofknowledge,thecriticalmassofhaving,let'ssay,peoplewhoareconstantlyevolving,constantlypushinginthedirectionofnotsettlingforprebuiltexperiences,butconstantlyiterating,constantlyupdatingtheexperienceyourcustomerisdemanding.Weknowverywelltodaythateverythingrelatedtodigitalexperienceisahundredpercentaboutimmediacy.Andwithinthatimmediacy,thecustomerdemandsafastexperience,simpleandsecureaboveall.Withinthatconcept,whatwealwaysaimforistoidentifytheuser,validate,andofferawellpersonalizedservicetier.

SilvanaandMartinwerejusttalkingabouthowweapproachthatcustomerpersonalization.Well,togetherwithourteam,wehavedevelopedthecapabilitiesincollaborationwiththetooltodetectacustomersegmentandfromthere,offeramuchmoredirectexperiencethataddsrealvalue.WhatwealwaysgenerateattheteamlevelandtheCleveloftheorganizationunderstandsthistoo.They'reconstantlybackingthiswholeexperienceistheabilitytobuildexperiencesthataddup,thatbringrealvaluetothecustomerthroughtheconceptofimmediacyandtwentyfoursevenavailability.

Wealwayssayfromtheoutset,well,thebestwaytoconnectwithBancoComafiisthroughSofia.Itsthestartingpointofhiscustomerdigitizationprocess.AndwhatmakesSofiaakeypointthatwealwayswanttohighlightiseverythingrelatedtofinancialinclusion,right?Beingabletoachievethroughthattransformationthefinancialinclusionofsegmentsthatmaybemorereceptivetodigitalbanking,whetherthatsmobileoronlinebanking,whichiswhySofiaisalwaysthere,notjusttoassist,butaswealwayssay,theassistants,theintelligentassistantsaretheoneswhoresolve,nottheoneswhoredirect.

Soasateam,werealwaysworkingthatextraquartermile,lookingathowwecangettothebestresolutionpossible,whetherthatisacase,aninquiry,orafulltransactionhandledtherightway.

Outofallthoseexperiencesweevolvedthrough,keepinmindthatSophia,wehavebeenworkingonherforsixyearsnow.Welaunchedthisbackintwentynineteen,right,withaveryclearmindsetandvisionofwhatweexpectedfromSophia.And,ofcourse,thepandemicchangedeverything.ItmeantthatSofiaendedupplayingareallyfundamentalroleinallofthat.

Andatthesametime,itgaveherarealboost.Why?BecausecustomersstartedfindingtheirwaytoSofia,evenmoresosincemanyhadalreadystartedusingher.Togiveyouasenseofit,westartedbackintwentynineteenwithfivehundredcustomers.

Itwasearlydays,youknow,veryearlyasaservicechannel.Andnowwearehandlingoversixtythousandcustomerspermonthwithhugenumbersofinteractionseveryday.Andwhatweputforwardisafullserviceproposition.Thatservicepropositionsitsacrossbankingasawhole,focusedonindividualbanking,whereanycustomer,inasimple,secureandfastway,canchecktheircreditcardbalance,theiraccountbalances,activateacreditcardandhaveexperiencesthatconnecttofinancialinclusion,right?

WhichSilvanaalsotouchedonalittleearlier,beingachannelthatservestoengagecustomersandalsobringthemnewproducts.Today,Sophia,thankstotheworkwehavedonetogetherwithyouall,wehavebuiltoutexperiencesthatallowacustomer,whetheritisgeneratinganinvestmentorsettingupafixedtermdeposit.HereinArgentina,thosearedoneinpesosorindollarsbecausethecurrency,right?Thatisjusthowitworkshere.

Andbeingabletotakeoutaloaninareallyefficientwayinundertwominutesorpaytaxesormakeacardpayment.Inotherwords,thetwentyfoursevenserviceofferingthroughSofiareallyexpandstherangeofinteractionwithourcustomers.AndwehaveoverfortyfiveAPIintegrations,whichfromthispointforwardmakesusthestartingpointtobeabletobeginintegratingAI,whichwearealreadydoing,notjustfortransactions,butalsoforeverythingrelatedtosemanticcontentor,youknow,thecontentthatdrivesthequeriesandquickresponsesthechanneldelivers.

OneareathatisreallyimportanttouswhenwelookatSophia,somethingthattrulymakesusincrediblyproudandkeepsdrivingusforwardwiththatconstantchallenge.Wedefineourselvesasperpetualnonconformists,meaningweareconstantlyreviewingthoseexperiencesandalwaysputtinginthatextraquartermileontopoftheexperienceeverysingletimesothatthecustomerswhodemandthemostfromuscanreallyfeelthechanneldeliveringforthem.Asyoucanseeonthisslide,Sofia,morethantheotherchannels,andwithoutgettingintoallofthat,amongthechannelsthebankhastoday,Sofiaconsistentlysitsamongthechannelsthatperformbestwhenitcomestocustomerperception.

Inotherwords,whenwetalkaboutintelligentchannels,whatthatmeansiswhensomeoneasksabalancequestionoverchat,wegivethemanactualnumber.Whensomeoneasksaboutaloan,wecantellthemexactlywhattheirloanofferis,theirprequalification,sotheycantakeitthenandthere,rightinthemoment.Orifsomeoneasksaboutarate,wegivethemapercentage.Wedon'tredirectthemelsewhere.

IthinkthatisthecoreofwhatSophiais.UnderArgentina'sregulations,sheisalreadyachanneloffinancialusertouchpointthatisrequiredtoprovidethecorrectinformationinaverysecureway.Why?Becauseweareregulatedbythecentralbank.

ThisispartoftheexecutionwehavebeendeliveringanditiswhatallowsustoputthischannelinpositionasthechannelforWhatsAppbanking,which,forthebaseofthepyramidoffinancialusers,istheentrypointintodigitalbanking.

Here,justtomakeitconcrete,becausesometimeswetalk,wetalkabouthowgreatitistohaveaprocessthatrunsendtoend,fullydigital,butwhatmattersmosthereisshowingit,provingit'sreal,andthatweactuallyexecuteonthatresolution.AsIwassaying,Sofiahandlesoversixtythousandcustomerseverymonthwithoverahundredandfiftythousandsessionspermonth,andwehavesurpassedsixhundredandfortyfivethousandinteractions,whichtellsusthatcustomersareengagingveryquicklyandindiversewayswithSofiaonadailybasis.Today,wehavecustomerswhowakeupinthemorningandjusttochecktheirbalance,theywillgostraightandsendanemojiorsendavoicenotetoSofiasayingbalancesorjusttypethewordbalancesandautomatically,right,theyknowexactlywheretheystandfinanciallyfortheday.

Thatswhatallowsustoscoreoverninetypointsontheexperience,whichforusishuge,positioningSofiaasthebanksbestservicechannel.Oneinnovativeareawevedeveloped,whichwasagoalwealsoworkedonwithIvoandwithMeta,wasfiguringouthowSofiacouldsellproducts,bothpassiveandactiveones.Onthatfront,today,Sofiaisalreadyareality.Sofiasellsloanstotheportfolio,whetheritsretirees,payrollcustomers,orcustomersintheportfolio,thebankspremiumsegment.

Weareoriginatingloansdirectly,morethanfourthousandtransactionspermonth.Thatcarries,right,avalue,aratioofnearlyonepointfivemilliondollarsFixedterminvestmenttransactions,asImentioned,oversixtyfivemilliondollarspermonthandtransactionsindollarsaswell.Wehandledollarstoo.Argentinahasaveryparticularsituation.

Everymorning,Ialwayssaythis,right?Wewakeup,wecheckthebalanceandhowmuch,well,what'sthedollarexchangeratetoday?That'sjusttherealitywelivewith.SoSofia,right,listeningtothevoiceofthecustomeralsoenablestransactionsinthatcurrency.

MeaningifyouaskSofiaorsendtheIntenttoSofia,thewordexchangerate,itimmediatelygivesyoutherate.Andifyouwanted,andthisisoneofthenewfeatureswe'vemadeavailable,ourcustomerscannowexecuteabuyorsellrightinthemoment,inline,andhavethecurrencytransfercompletedinstantly.Forus,thesenumbersareveryimportant.Theyareobviouslyastartingpoint,andweneedtokeepbuildingonthem.

Ibelievetheteamthatworkswithmealwayscarriesthatsame,youknow,challenge,thatselfdrivennonconformism,asIcallit.Alwaysevolvingachannel,keepingthecustomeratthecenterandlisteningtothemtobeabletogeneratethoseinteractiveexperiencessimplyandsecurely,asIwassaying.Justbriefly,nottorunover,Iwillgiveyouaquickoverview.Thereonscreen,youcanseehowSophiaallowsacustomertobuydollars.

Thatwasactuallythelastexperiencewedeployed.Anotheroneisproductdelivery,beingabletotrackonlinewhereyourcreditcardordebitcardis,aswecallit,andbeingabletorescheduleorrenegotiateittogetherwiththeissuer.Somethingverytrendingrightnowwhere,throughasimplechat,youcanfindoutwhentorequestarenegotiationorapickupatabranch.Checkingyourresellerpoints,whichwealsohave,meaningitallowsus,basedonaverywellbuiltintegrationwehavewiththereseller,toresolveitonlineanddeliverthatinformationtothecustomer.

Andforcasesinvolvingretirees,whichwasalsomentionedintheearliersession,wehavedeveloped,andthisreallyisveryinnovative.WehaveretireesandpensionershereinArgentina,butwealsohavepensionersandretireeswholiveabroad.Andforthat,theyneedtocompleteanupdateprocesscalledRAMC,whichistheratificationofthepaymentmethodwiththebank.And,well,someone,whetherthey'reinRome,inAustralia,orinSpain,cancompletethatprocessthroughSofia.

Noneedtogotoagovernmentofficetoprovidetheirproofoflife.Theycandoitautomatically,simplyonline,twentyfourseven.But,well,IthinkAndreswillalsocoverthat,soIwontgotoodeep.But,youknow,forus,theSofiacaseissomethingthatfillsuswithpridetokeepdeveloping.

Ibelieveit'sthechannel.AndnowwithAI,it'sgonnaletusscaletheservicelayersignificantlyandespeciallythetransactionalityofthesecustomers.

Speaker 6

Alright,Andres,overtoyou.IhopethatinthisquickjourneyIwalkedyouthroughhowwekickedofftheSofiaprocesswiththisgreatteam,whichImentionedthatweputtogethernotjustinternallyatColmaffy,butalsotogetherwithourvendor,wewereabletoshowaconcretecase,onethatjustkeepsgrowing.Sothankyouallforyourattention.IhopeitwasusefulandI'matyourdisposal.

Thankyou,Fabian.Thankyou.

Well,goodmorning,everyone.Ihopeyou'realldoingwell.Myname'sAndreasGallegos,andwe'regoingtotalkalittlebitaboutourvirtualassistant,howweimplementeditinthecompanyandwhyweimplementedit,whichisreallyimportant.We'refocused.

I'mdirectlywiththecompanyBonortePensiones,whereyou'vealreadyheardabriefoverview,right,ofthefactthat,well,wemanagethepaymentofpensionsorlifeannuityinsuranceunderthenewlaw.InMexico,therearetwolaws.Weadministerunderthenineteenninetysevenlawandbeyond,whichisthenewlawcoveringprivatepensions.Andwe'vealwayshadthisverymuchinmind.

Andwe'veworkedreallyhardalongsideeverythingthatisthecompletedigitalizationofthefinancegroup.ButNortepensionshasalwaysbeenattheforefront,andwewanttochangethoseprocessesthatwereverybureaucratic,lotsofpaperwork,andalsoarealriskinhandlingallthatpaper,andatthesametimenotdeliveringtheexperiencewewantedtoprovidebecauseofthelonglinesthatwouldformattheoffices,especiallyaroundthepaymentorwhatisthesurvivalcheck,whichistheproofoflifethatcustomersneedtocompleteperiodicallyeverysixmonths.Soitwasalreadyturningintoanexperiencethatwasnotagoodone,right?

Westartedenvisioningwhatitwouldmeantohaveanoptimaldigitalchannel.

Andwestartedlookingespeciallyatthisvirtualassistantconcept.Onourend,we'vealreadyhaditforroughlyfiveandahalftosixyears.Andwhatreallyacceleratedtheprojectwasthefamouspandemic,right?Itwasalreadyonthetable.

Butbecauseofthepandemic,that'swhenwereallygottoworkonit.Andhonestly,it'sworkedoutreallywell.WefocusedmainlyonWhatsApp.WhyWhatsApp?

Becauseit'ssomethingthat,well,thevastmajorityofpeoplewhohaveasmartphonehaveWhatsApp.Right?Webetonthischannel.Onehundredpercentautomated.

AndIagreewithwhatFabianwassayingthatwewantedsomethingthatwasonehundredpercentresolvedbytheassistant.Nohandoffs,right?Noroutingtoahumanagentbecausewereallywantedtogivethatextravaluetothecustomer.Andthat'swhatwe'vebeenworkingtoward.

Westartedwithveryfewsessionsbackintwentytwentytwointeractions,andnowthecustomersalreadyrepresentahugepercentageofthefloworoftheserviceshandledsessionsandatthesametimeinteractionsthroughthevirtualassistant.Whatwewanttodoorwhatwe'vebeendoingisbringalltheproceduresandservices,personalizedqueries,allofit,everythingthatcanbedoneataserviceoffice,whatcanbedoneatacontactcenter,alsopossibleforthecustomertodoautomaticallythroughthevirtualassistant.Somethingthathelpedusalotandwasoneofthegoalswehadfirmlylockedinwasthatwealreadyhavevoicebiometricsforwhatisthecustomer'sproofoflife.

SoweabsolutelyhavetoconnectforthistoworkwithWhatsApp.Right?

Obviously,ivohelpedusenormouslythere.Andthankstothat,thevirtualassistantdidn'tjustbecomeanotherchannelforproofoflife.Right?It'sactuallyusedasanauthenticationmethodforanyprocedureorservicethroughtheassistant,fromthesurvivalchecktodocumentrequests,toverifyingadependentschoolenrollmentsothatpensionpaymentscancontinue.

AndanotherbigwinhasbeenthequotingorrathertheoriginationofloansthroughWhatsApp.Handinhand,right?Withbiometricsastheacceptancemethod,wedon'tuseNIPtokensinWhatsApp.Instead,sincethecustomerwasalreadyvery,veryaccustomedtovoicebiometrics,whichtheycandofromthesamephonetwentyfourhours,threesixtyfivedaysayear.

WhatsAppalsohelpedusreachcustomerswhoareoutsideMexico,right?Whetherthey'reinParis,inSpain,anywhereintheworld,sendingtheirvoicenote,andthat'senoughtocompletethesurvivalcheckoranyotherprocedureorservicetheycanhandlethroughthevirtualassistant.Hereyoucanseehowwestartedintwentytwentythreewitheverythingrelatedtoloansandhowloansarereflectednow.Thecumulativetotal,whichhasbeenquitegood.

And,well,we'vereallyrecognizedthat,aswaswellpointedoutacrossalltheindicators,NPS,CSatresolutiontime,thepercentageofaccurateresponsesfromthevirtualassistant,butaboveall,thenumberofcustomerswhoactuallyrespondtothosesurveys.Right?Wow.It'sagenuinelyimpressivenumberbetweentwentyfiveandthirtypercentofcustomersrespondtothesurveysthroughWhatsAppbasedontheservicethat'sbeendelivered.

Andthathelpsuskeepidentifyingwhatelsewecanimplement.Right?Honestly,thereareveryfewserviceslefttointegrateintothevirtualassistant.Butalreadyeightyfivepercentoftheservicesacustomercanusethroughacontactcenterorwhattheydoatabranchforfacetofaceservice,theycannowdothroughthischannel.

Right?HerewecanseetheNPSresults,customersatisfaction,andwell,somethingextremelyimportantisthatbackintwentytwentytwo,fourteenpercentofthetotalcustomersservedinthecompanyacrossallchannels,thevirtualassistantaccountedforfourteenpercent.Today,it'salreadynearlyfiftypercent,meaningfiftypercentofthecustomersweserveeachmonthdosothroughourvirtualassistant.Andforprocedures,we'realreadycloseoritwillclosenearseventypercentbytheendoftwentytwentyfive.

Andherewe'reshowingabitoftheresults.Right?TheNPSIwasmentioning,howitstoodintwentytwentytwoandwhereitisnoworwhereitwilllandatyearendtwentytwentyfive.Flowshelpedusagreatdeal.

Ithinkit'sbeenarealturningpointforcertainservices,especiallyaroundsecurity,especiallycustomersecurity,thattrustfactor.Becausetodaythecustomerdoesn'tjustdoesn'tbuyaproductor,Imean,talkingaboutpensions,it'snotsomethingyousell.Butwhenthecustomerseesit'sresolvedonthefirsttry,resolvedquicklyandsimply,theycomeback.Sothat'sthebigchallenge,especiallygiventhecustomersegmentweserve,retirees,olderadults,maybealreadyatanadvancedageorwhowethoughthad,whoweassumedhadlimitedaccesstotechnology.

Butwe'veactuallyseenwe'veseenthatthat'snotthecase,whichiswhywe'vebeencontinuouslydevelopingandimprovingandworkingtogetherwithIvoonallprojectsbecausecustomersalreadyfiftypercentarealreadyservedalmostentirelybythischannel.Sohonestly,thishasbeensomethingveryimportantforus,aturningpoint.ButIalsothinkandI'dliketotakeabriefasideherethattobeabletoimplementavirtualassistantorbuildadigitalecosystem,we'realsoveryclearthatyouhavetochangethewaythingsworkorhowyouworkfromtheinsideout,notjusthavingtheassistantbecauseit'strendyorbecauseitlooksgood,butratherit'sreallyaboutchangingthewayyouthinkabouthowyouwanttoreachyourcustomer,howthecustomerwantstoperceiveyou,right?

Why?Becausewithapension,atleastinMexico,onceacustomerchoosestohaveusmanagetheirpensionpayments,that'sforlife.Theycan'tswitchtoanothercompany.Sowereallywanttoalwaysprovidethatbackingsotheyfeelconfidentbeingwithusthattheymadetherightchoiceandthatwe'llalwaysbethereforthem.

Right?

Thankyou,AndresandFabian,forsharingyourexperiences.

Speaker 4

Botharedefinitelybenchmarkcasesfortheregion,fortheimpactthey'vegenerated,notjustinthebusiness,butalsointheircustomers'lives.Iwanttohighlightwhatyouweresaying,Andres,right?Thecommitmentoftheteamandthecompanytoalwaysbeevolving,addingusecasesandsolutionsthatsolvethingsfortheenduserandthatultimatelyimprovetheexperience.Right?

Beforeweopentheconversation,I'dliketobrieflysharesomedataontheimpactofAIonthefinancialindustryinLATAMsothatanyonewhomaybeisn'tasfamiliarwiththetopiccangetasense,right,oftheopportunitythisrepresentsforthebankingsectorintheregion.Rightnow,improvingthecustomerexperienceisthemaindriverofAIinvestmentinbankingacrossLatinAmerica.Right?MorethanfiftymorethanfiftypercentoffinancialcompaniestodayareinvestinginAIforthispurpose,inadditiontoimprovingefficiency,reducingcosts,improvingriskmanagement,andfrauddetection.

Andfrauddetection,thefinancialsector,specificallybanking,isgoingtoleadAIinvestmentinLatinumcomparedtootherindustries,atleastthroughtwentytwentyeight.Banksintheregionareamongtheindustrieswiththegreatestpotentialforproductivityimprovement,thankstogenerativeAI.Theestimateissomewherearoundtwentytothirtyonepercent.GenerativeAIcouldimpact,goingforward,uptofortypercentofworkinghoursintheregion,meaningitwillfreeupteamsandprofessionalsfromoperationaltaskssotheycanfocusonmuchmorestrategicandhighvalue,highimpactactionsfortheirorganizations.

Oversixtypercentoffinancialcompaniesintheregionhavealreadyimplementedsomekindofvirtualassistantsolutionforcustomerserviceandotherusecases,likefrauddetection,whichmeansthatforinstitutionsandcompaniesthathaven'tdoneityet,it'sreallynolongerjustanicetohave.It'sbecomeanecessity,right,tostaycompetitiveinthemarket.AnotherfiftypercentarealreadyusingAItoofferproductsorpersonalizedrecommendationsbasedonthecustomer'sprofileorhistory,andanotherfortysixpercentareusingcybersecuritymonitoring.Joaquinwasalsotalkingearlierabouthowfinancialadvisoryusecasesarereallystartingtobecomemuchmorerelevantwiththistechnologytoo.

Thisoneseemssuperkeytome.ThefactthatthemajorityoforganizationsthathavealreadyimplementedAIaregeneratinggainsorsavingswithinfourteenmonthswithanaveragereturnequivalenttothreepointfivetimesthecostoftheinvestment.

AccordingtoastudybyBostonConsultingGroup,eightyfivepercentoffinancialinstitutionsintheregionexpectAItohaveahighimpactontheiroperations,butatleasttwentysevenpercentstilldon'thaveaclearpictureofhowtoadoptthistechnology.Right?Meaning,theyknowtheyneedit,thattheyhavetoimplementitintheshortterm,buttheydon'tyetknowwheretostart.Ninetyfourpercentoforganizationswanttoimplement,atleastintheshortterm,atleastoneAIusecaseforimprovingcustomerservice.

Andanotherninetythreepercentalsociteoperationalefficiencyasanotherdesiredusecase.Right?Forexample,generatingautomatedreports,softwaredevelopment,opticalrecognitionforscanningandprocessingdocuments.Seventysevenpercentbelievethey'llneedtoaccelerateinthecomingmonthstheirAIadoptiontostaycompetitive.

AsIsaid,morethanawant,morethanatrend,today,it'sagenuineneedtohaveandadoptthesekindsoftechnologies.Seventythreepercentsaytheyplantoimplementit,butthroughastrategictechnologypartnerandnotthroughaninhousebuildbecauseofallthetechnicalsecurity,scalability,andcostchallengesthatentails.Andfinally,tokeeptheconversationmoving,onestatthatIthinkissuperrelevantisthatbytwentytwentyseven,andwe'retalkingaboutayearandtwomonthsfromnowroughly,it'sestimatedthattwentyfivepercentofITspendorinvestmentfromthefivethousandlargestcompaniesintheregionwillbegoingtoAIprojects,whichmeanswe'regenuinelyseeingthatthisisnotafutureproject.

It'sarealitythatiscompletelyredefiningthewayfinancialinstitutionsoperateandengagewiththeircustomerstoday.SpecificallyinLATAM,Ithinkthisimpact,andwe'vebeentalkingaboutitsincethesessionbegan,combinesabitofwhatLATAMis,thehighdigitaladoptionamongusersofthesetypesoftechnologieswiththeirexpectationstoo,right,ofhowtheywannabeservedwithresolutiononfirstcontactandalsointheenvironment.

Thereareenormousregulatorypressures,hugechallengesinfinancialinclusion,riskmanagement,andoperationalefficiency.I'dlikeheretoopentheconversationwithyou,FabianandAndres,toaskyouhowyou'reseeingthistransformationprocessintheshorttermatyourinstitutions.

Whowantstogofirst?

Sure.Icanstartifyou'dlike.Well,Ithinkit'ssomething.Right.Youjustmentionedityourself.TheinvestmentsinAIarenotsomethingthat'sjustgettingstarted.It'salreadypartofthelandscape,Andtherangeofoptionsitopensup,Imean,thewholespectrumofwhatAIalreadycoversfromanalytics,solutions,decisionmaking,thecustomerexperiencelayer,resolution,engagement,campaigns,frommessagingtovoicecalls,Ithinkit'salreadypartofthepicture,andit'ssomethingthatwillabsolutelykeepgettinginvestment.

Speaker 6

Especially,atleastinwell,keepbuildingouteverything,thishighway,tobeabletogivecustomersthoseservicesolutions,whichwillbecomelikewhenappsstartedbeingdevelopedwhenitwas,oh,Ineedtohaveanapp.Metoo.SoIthinkit'ssomethingthatneedstobepartofalreadyimplementedoratleastontheradarforallinstitutionsbecausewe'realreadythere.Thisisn'tsomethingjustgettingstarted.

AndIthinkthisinvestmentwillbeongoingforanykindofscenario,right?Especially,atleastforus,inthecustomerexperiencespace,it'ssomethingwe'vebetonheavily.Becausetoday,asImentioned,customersdon'tbuyaproductbecausetheapplooksnice.Theybuyexperiences.

Experiences,resolution,firstcontact,orendtoendfollowthroughrightattheirfingertips.Right?WhetherthroughWhatsApp,throughtheapp,oranyotherdigitalchannel.SoIthinkthisisbecominga,well,adigitalecosystemthatabsolutelyhastoexisttodeliverthatcustomerexperience.

Right?Especiallyforthenewgenerations,notjustfocusedonretirees,becausethenewretireesarecomingandthey'realsoalreadyusingsmartphones.Soit'scleartousthisisachannelthat'sgrownalot,andintelligenceneedstobetherefordecisionmakingandespeciallydataanalysisfornewservicesandfiguringoutwheretoreachcustomers.

Right.LetmeaddabittowhatAndreaswassaying,aswasmentioned,right?Imean,beforeeverybankinvestedintheirappdevelopment,thencamethewholetopicofbotsandhowdowedevelopandinvestinbotstodeliverthatendtoendresolution,empatheticexperience.AndIthinknowAIsetsanewchallengeforus.

Speaker 5

Thatis,howdowemakethiscrosschannelacrossallchannels?Howcanweselfmanageitandcreatealayerofcontrolsocustomersalsofeelthatandbeabletoexperiencebetterandbiggerexperiences?AsImentioned,weuseWhatsApppushalottodayasawaytomaintaincontactwiththecustomer,andwecanseethere'sanopportunitythere.Weneedtokeepworkingonthatfront.

AIisgonnaputusrightinthatchallengetosignificantlyimprovetheexperience,whichmeanstheinvestmentisinevitable.Andwhatmattersiswhatwedowithit,right?Inotherwords,howdowetranslatethatintelligencesothecustomeractuallyfeelsit,notputtingAIoutthereforitsownsake,butofferingadifferentiatedproductandleveragingAItodoit.Ithinkthat'sthebigchallengeweallfaceasateam.

Internally,withineachorganization,obviously,it'sbeinganalyzed,investedinanddevelopedinparallel.We'rerunningthatsameprocessinparallel,which,right,it'salreadyhere.It'sinevitable.Andwehavetodevelopitinthebestwaypossible,startingsmallandscalingupsothecustomerfeelsittoo.

WhatwouldyousayarethemainchallengestodaythatfinancialinstitutionsfacewhentheywanttomoveforwardonthispathofimplementingAIsolutions?Intheprevioussession,MartinandSilvanatouchedonlocalregulationsand,well,alsotheneedtostayalignedwithsecurityteamstomakesurethateverythingthatgetsimplementedistrulyundercompliancewithinternalpolicies,especiallyatfinancialinstitutionswheretherearesomanymoreregulationsthaninotherindustries.

Speaker 4

DoyouseethesamethingatComofeandatBonortePensiones?Yes.InComofe'scase,forus,weworkvery,verycloselyalongsidethesecurityteamsandeverythingthathastodowiththecontrolledsideofthings.Theaspect,right,ofourfrontlinemanagementandthebusiness,Ithinkit'sfundamentaltoday.

Thatalignmenthastohappen.Ifitdoesn't,there'snosecurity,andthere'snobusiness.Ithastobeajointeffort.AndIthink,aswasmentionedbefore,thechallengeliesinbeingabletobringitintoacontrolledspace.

Speaker 5

Meaningwehaveacentralbankthatregulatesus.Wehavealsointernalprocessesthathavetodowithinternalauditsthatalsohavetoberegulated.Ithinkthatisthebigchallengeandwearealreadymovingonit.Anditwillpositionusspecificallytobeabletodosimplethingsmuchfasterandavoidthetransactionalworkload.Forthosepeoplewhotoday,wemayneedtoshiftfromwhatmightbeamoreoperationalroleintosomethingmuchmorecommercial.

Right.Idon'tknow,Andres.Doyouwanttoaddanythingonyourend?Thanks,Carrie.Yes.AddingtowhatFabiansaid,Ithinkright,asfinancialinstitutions,we,witheverythingaroundartificialintelligence,oneofthebiggestchallengesismeetingthesecurityrequirementsforboththecustomerandthecompany.

Speaker 6

Imean,speakingatleastforourselves,thesecurityofensuringnoonecanimpersonateacustomerusingtheirvoicewithallthesafeguardsthatbiometricshasornowwithwhatAIiscapableofreplicatingvoicesorreplicatingimages.Well,thereareobviouslysafeguardsforthosetypesofplaybackdetectionorsyntheticvoicedetection.Andinthiscase,wehavetomeetthoserequirementsalongsidehowWhatsApphasalsohelpedusstrengthenthosesafeguardsandcomplywiththeguidelineswehavetofollow.Right?

Becausethat'scriticallyimportant.Right?Somethingnewcomesout,somethingdigital,andobviously,what'stheprotection?Well,it'sthis,andit'sverystrong.

Sotheriskiscompletelynegligibleorclosetoit.Right?Imean,Ithinkforanyfinancialinstitution,that'sthepriority,right?Meetingthosesecurityguidelinesforthecustomerandthecompany,ofcourse.

Andalsohavingasolutionorplatformthat'salignedwithcomplianceacrossallthosesecurityregulations.That'ssuperimportant,right?Andontopofthat,havingavendororstrategicallyalsogoesthroughathoroughevaluationbythesecurityteam.Looking,Ithinkthepoint.

Sorry.Carrie.

Speaker 4

Yes.Goahead.Thisisthedistinctionbetweenvendorandstrategicpartner.Ithinkwhatmattersishavingastrategicpartnerthatallowsyoutoputideasintoactionbecause,right,strategiesandgoodideasareeverywhere.Whatmattersisactuallyexecuting,makingittangible,andturningthatintoavaluepropositionforthecustomer.AndIthinktheselectionoftherightstrategicpartnerisfundamental.

Speaker 5

Absolutely.Lookingabittowardthefuture,howdoyouthinktheindustryinLATAMwillevolvewhenitcomestoAIinthenextyearortwo?Howareyouseeingit?Howareyouthinkingaboutit?Andwhatdoyoualreadyhaveinmindintermsoffutureprojects?

Speaker 4

Firstofall,fromSofia'sside,ourfirstchallengeisbeingabletobuildthatfirstsemanticlayerworkingfromthecontentside.AndsinceSofiaisverytransactional,italsocreatesthatimmediacy,allowingthecustomertooperatewiththebanktwentyfoursevenfromanywhereintheworld.Theideaisalsotobringthatintelligenceintothetransactionallayer.

Speaker 5

Right?Beingabletoseewhatthecustomer'sdoing,hyperpersonalizethesessiontheystartviaWhatsApp,andthroughthat,activelymanagenotjusttheinformationavailable,butproactivelyofferproductsthathelpthembuildthatprimaryrelationshipwiththebank.Ithinkthatisthekeyareawewillbeworkingonoverthenextplanningcyclestogetthere,identifythecustomer,letAIhelpusseewhattransactionstheymakewiththebank,andfromthat,startproposingandmanaging,youknow,differentiatedexperiencesthatdrivethemtokeepworkingwithus.

Andres?Thanks,Fad.Well,atleastfromBonortePensione'sside,wewillkeepbuildingallthosepathsthroughthevirtualassistantwithastrongfocusonWhatsAppbecauseitisthechannelwecommittedtofromthestart.

Workingtocompletethoseremainingprojects,butespeciallythedataanalytics,theanalysisside.Butbeingapensioncompany,it'snotsomethingyoucanselllikebankingproducts,right?

Speaker 6

Thisisafixedproduct.Soit'sreallymoreaboutthecustomer'sbehaviorwithinthecompany,right?AndIalsoagreewiththehyperpersonalization.It'ssomethingwe'llkeepinvestingintobeableatthemomentofaloan,foramounts,bytimeframesandsoon.Soit'sreallyaboutthecustomer'sbehaviorwithinthecompany,right?That'swhatIthinkwe'llcontinuebuildingontobeabletoachieveallthegoalsofthecompany.

Superinteresting.AndIthink,youknow,thetrendisreallypointingmoretowardthistopicofpersonalizationandfinancialadvisory,whichwewerealsotalkingaboutearliertocloseout.Andafteryourexperienceimplementingthesetypesofsolutions,whichaswe'vediscussed,havecomeaverylongway.Whatlessonorrecommendationwouldyousharewithotherinstitutionsthatmaybearejustgettingstartedoraren'tquiteasfaralongyetinthatprocess?

Speaker 4

Atleastforme,yes,pleasegoahead.Thankyou.AtleastIwouldreallyrecommendmakingsureyouhaveaclearfocusonhowhowyouwantitandwhatyouwantitfor.NotjustimplementingAIbecauseyoufeellikeyouhavetohaveit,Becausealotofthesuccessoftheprojectreallycomesdowntohowthecompany,well,changessomeofthoseinternalprocesses,thewayyoulookatthecustomer.That'ssomethingIthinkhelpsalot.

AndI'drecommendbeingveryclearabouthowtoreachthecustomer,howtoservethem.Andthat'sreallyserveduswell,right?

Speaker 6

Yes,IfullyagreewithwhatAndressaid.Ithinkwhatmatters,asIwassaying,ishavingtherightstrategicpartner,beingabletodefineattherightscopeandthechallengesofeachorganizationwhatthedigitalroadmaplookslike.AndIthinkAI,asIwasjustsaying,isgoingtobecrosschannelacrossallchannels.AndIthinkthechannel,youknow,WhatsAppwithinthisconceptofWhatsAppbankingisidealtoreallygetthemostoutof,aswesay,toreallyunlockthatprocess.Sothecustomerhasitrightatthelevelofit'sjustasimplechat.Andfromthere,youcanbuildthatconnectionwitheachorganization.

Speaker 5

Ithinkthat'skey.

Thankyousomuch,FabianandAndres,fortheconversationandforsharingyourexperience.Itrulybelieveasaregion,wehaveahugeopportunityaheadofus,andspaceslikethisaresuperkeytobeabletosharewhatwe'velearned,drawfromtheexperiencesofwhatothersarealreadydoing,andacceleratetheadoptionofnewsolutionsandusecases.

Speaker 4

I,justasaclosingthoughtandbeforehandingofftothenextsession,Iwouldliketosaythat,well,thisismorethanjustatechnologicalchange.It'sdefinitelyanewlogicforoperatingandfordoingthings.Right?Ithastobeseenasacrosscuttingtransformationacrossinstitutions,onethat'sdeepandwillbeongoingforyearsandacceleratingcontinuously.

Right?Right?Sobeingpreparedforthisshift,withoutadoubt,isacompetitiveadvantagetoday.AndanotherpointIthinkisimportant,whichyoutouchedonabit,isthatmanyorganizationsgetlosttryingtoadaptAIsolutionstoprocessesthatwereneverdesignedorbuiltforthat,right,Whichmakeseverythingmuchharderandmorechallenging.

Thewholeprocess.Right?Ithinkthemosteffectiveapproachiskindoftheopposite.Right?

Startbyidentifyingwhatthoseneedsorchallengesareintheoperationandlooktosolvethemwiththetechnologythat'savailable.Right?Thatdefinitively,Ithinkmakesthewholeprocessalotmoreefficientforeveryone.Andfinally,asyoubothalreadymentioned,thefactofworkingwithandchoosingtherighttechnologypartneriskey.

OurapproachatiVoispreciselytoaccompanyfinancialinstitutionssothatallofthisaroundAIdoesn'tjustbecomeatool,butsomethingthatreallydrivesefficiencyandimprovesthecustomerexperienceanddeliversresultsinthestrategiesofourclients.Sothankyouallverymuchforjoiningusandforparticipating,andthankyoutoeveryonewhoisconnectedinthesession.Wenowhanditover,Joaquinandteam,tothenextsegment.Thankyousomuch.

Thankyou.

Rina,thankyousomuch,Andres.Thankyousomuch,Fabienne.

Let'sgetstarted.Youalreadyhavethenextsession.Weallhaveitonscreen,executivetalkonartificialintelligenceandcustomerexperience.There'smoretoexploretogether.

We'regonnatalkaboutthejourneyfromcontacttoresolution.We'renotgonnastayonlyintheplacewherethecustomerexperiencewasafewyearsago,contactingthecustomer,givingthemalittlebitofinformation.No.We'regoingtotrytoresolve.

We'regoingtotryinthisspecificcase.We'regoingtotry,asKarinawasjustsayingmomentsago,we'regoingtotrytoassumethatthisiscrosscutting,thatthisisn'tjustabouthavingmycustomersincontactwithmycompanythroughadigitalmethod,butpresentingsolutionstothemthatinmanycasesgofurtherandinthecaseofartificialintelligence,goalittlebeyondtheboundaryofmereinformation.

Speaker 1

It'sgenerativeinformation.

It'sinformationthatisnolongertheFAQsofbefore.It'salreadyabouttryingtogeneratenewcontentbasedoncircumstancessimilartothoseourcustomersexperience,whattheylivedaytoday.We'regonnalookatthissession,thisnewconferencethatwehaveoverthecourseofthenextfewminutes.

Chapter Executive Talk – AI + CX: From Contact to Resolution

Speaker 1

We'regonnahaveanexecutiveviewfromleadersfromAmericanMobile,GlobalCXForum,IMT.

We'lllearnabouttheprovenblueprintforresolvingcomplexintentsthroughchat,throughvoice,messagingwithorchestrationandtelecommunications,enterprisegovernance.Ourpaneliststodayarehonestlyanincrediblyhighcalibergroup.We'reveryluckytohaveMatthiashereleadingthisgroupandservingasourmasterofceremonies.Andwehavesometrulyoutstandingspeakers,right?

Fromanexecutivestandpointatsomeverymajorcompanies,right?WehaveIvoandwealsohaveEugenia.EugeniaGarcia,whoisCEOoftheMexicanInstituteofTelecommunications,theIMT,andalsofounderandgeneraldirectoroftheIMT.Shehasdedicatedmorethanthreedecades,remarkablegivenhowyoungshelooks,essentiallytoprofessionalizingandpositioningthecustomercareandcustomerexperienceindustryasacornerstone,whatIconsiderastrategicone,right,forthedevelopmentofMexicoandLatinAmerica.

Thankyousomuch.Thankyou,Eugenia,forbeingherewithustoday,formakingtimeinyourschedule,forcontributingtothiswonderfulevent.We'realsogonnahaveSamanthaHernandezwithus.Thankyousomuch,Samantha,forbeingherewithus,AmanageratAmericaMovilwithovertwentyyearsleadingBASandIoT,theInternetofThings,apioneerindevelopingandscalingdigitalservicesandcustomercaresolutionsfor,inthiscase,millionsofcustomersacrossLatinAmerica.

We'llalsobejoinedthankyouagain,Samanthawe'llalsobejoinedbyLucianoAndrade,whowehaveonscreen,amanageratAmericaMovilwithovernineteenyearsintelecommunications,aleadingvoiceinscalableconversationalIoTsolutions,scalable,withexperiencedesigninganddeployinghighimpactdigitalprojectsacrossLATAM.It'simportantthatwekeepinmindthatwe'reoperatinginaveryheavilyregulatedsector,onewhereinformation,data,andthereforesecurity,bothcustomerandcompanysecurity,takeonaveryspecialimportanceintheentirelandscapeofartificialintelligence.

JoiningthemwillbeMatthias,MatthiasGaffoglio,andit'strulyapleasuretohaveyouherewithusMatthias,ChiefRevenueOfficerInternationalatIvo,whowillbemoderatingthissessionandtowhomIamverypleasedtohandthefloor.ThankyousomuchMatthias,andthankyouallforbeingherewithus.Thankyou.

Thankyou,Joaquin.Onceagain,thankyoutoeveryonewhohasjoinedusthroughoutthishourandahalfalready,andtoourpreviouspanelistsandmoderatorsaswell,Silvana,Fabiana,Andres,forbringingtheirexperience.Today,inthisnextsegment,it'sourturntowelcomeMaru,Luciano,andSamanthaaswell,makingabitofashiftfromwhatwe'vebeendiscussing,bankingandfinancialservices,andmovingintoanotherworldthatisequallyvast,complex,anddiverse,theworldoftelecommunications,right?

Speaker 7

Andsortofpaintingthatpicture,andhereframingitperhapswithSamanthaandLucianoconsideringtheglobalimpactofAmericaMovil,right,whereacorporategroupofthissize,onethattouchesthelivesofmorethanthreehundredmillionpeopleeverysingleday.Sotogetintothesubstanceofthingsandpickinguponeverythingthatwasdiscussedearlier,Ihavetwoquestionsthatareconnected.Thefirstis,howdoyouseetheevolutionofdigitalcontactoverthecomingyears,giventhatwhathashappenedinthelasttwoyearshasdrivenatrulymassiveacceleration.Andaboveall,there'ssomethingIalwaysthinkabout.Whatwillthoseinteractionslooklikegoingforward?Willtheystillbeconversations,orwilltheybesystemsthatstarttopredictandtoresolvethingsbeforethecustomerevendoes?

Absolutely.Thankyousomuchfortheinvitation.Goodmorningtoeveryoneintheaudience.Thankyouforthisbecauseitreallygivesusthechancetosharewhatwe'vebeenworkingon.It'sanhonortosharethispanelwithMahdiandLuciano.Andjumpingrightintoyourquestion,AmericaMobilehasbeenworkingforseveralyearsnowwithourcustomersonthisdigitalengagement,andeverycountryinLatinAmericaislookingatthisbasedonitsownneeds,itsownculture,andsoon,allofitworkingtogethertodrivethisevolution.That'sforcertain.

Speaker 8

Andthekeyisgonnabestrengtheningtheuserexperiencebecauseallofthisservestheneedsofourcustomersineveryinteraction.SohowdoIseethenextthreeyears?Afterworkingformanyyearswithdigitalchannels,Ithinkwe'relookingatatransitiontowardmoreproactive,moreintelligentmodelswhereinteractionwillnotonlybeconversationalbutalsopredictive.We'restartingtoanticipatewhatthecustomeristhinking.

Wealreadydoanumberofthingsinthatdirection.Andtheideaisthatbasedonthecustomer'sbehaviorandbasedontheirneedsandhowthey'reusingthings,weofferthingsthatsurroundthem,complementthem,andareusefultothemsotheycancontinueusingthoseservicesandaboveallstayingconnected.Thankstoadvancesinartificialintelligenceandmachinelearningandinrealtimedataanalysis,well,systemswillbeincreasinglycapableofanticipatingalloftheseneedsI'mdescribingsotheycanresolvethingsforcustomersbeforethecustomersthemselvesevenspottheproblem,whateverissuecomesup,right?

Deliveringpersonalizedsolutionswithoutneedinganydirectcontact.Moreandmore,ourcustomersareseekingoutdigitalcontact.EventhoughourphysicalcoverageasAmericaMobileisenormous,digitalisgrowingrapidlytoo.Andwhiletherearestillmanyusersyettocomeonboard,theideaistoputavarietyofsolutionsonthetabletomakethathappen.

Thatsaid,Ibelieveconversationwillalwaysbeessential.Thiscombinationofallthetechnologyincriticalemotionalmomentsfortheuserpairedwithconversationorwithhumancontact,thosearevital.Sowehavetobeverycarefulandmaintainabalancebetweenallofthispredictivecapabilityandhumancontact,makingsurethateverycustomerfeelsheard,feelsattendedto,feelsunderstoodrightatthemomenttheyneedit.Soallofthisarounddigitalcontactisveryimportantforourcustomers,butlet'sneverlosesightofthatbalancewiththehumanelementsowecanmaintainfullcontactandmeettheneedsofourcustomersateverymoment.

Perfect.Yay.Apleasure.Youcanseemeokay,right?

Youcanhearme?Perfect.Perfect.Well,look,firstofall,manythankstotheEngagewareteam,toIvo,Matthias,thewholeteam.It'sgreatthatwehaveforumslikethis.Ithinkthey'reveryimportant,especiallyinthisneweraofartificialintelligence.

Speaker 9

ThemostimportantthingwecandoisexplainwhatthepathsareforwardforimplementingtheseAIsolutions.It'scriticallyimportanttounderstandthattogivepeopletheguidanceandthestepsforwardbecausemanycompanies,manyorganizationsareliterallylost.Theydon'tknowwhattodo.Theydon'tknowwhatthefirststepis.

Theydon'tknowwhichusecasetheyneedtostartworkingon.SoIthinkthisisreallyvaluable.Thankyou.Andit'sapleasuretobeherewithy'all.

Greatevent.Butlook,Iwanttostartwithabitofhistory,howcustomerservicehaschangedovertheyears.Becauseeventhoughwestillhavemodelswheretheusercomestousandreachesout,thatmodelhasreallybecomeathingofthepast.Weneedtobeveryproactive.

Weneedtoreallylookatwhatthecustomerneedsandgetaheadoftheirproblems,aboveall,andwhathappensinthebusinessworld.Abadexperiencealwayshasfinancialconsequences:strong,immediate,andsevere.ConsumerpatienceinMexicoandaroundtheworldispracticallyzero.Irecentlyreadstudiesshowingthatseventytwopercentofconsumerswouldswitchbrandsafterthreeorfewerpoorinteractions,andseventypercentwillabandonthebrandafterjusttwobadexperiences.

So,theseareverypowerfulnumbers,harddata.Butatthesametime,theconversationnowaroundartificialintelligenceandcustomerserviceallowsustoevolvemuchfaster.HereatGrupoAmericaMobile,wealreadyhaveverypowerfulchatbotsdeployed,notjustinMexico,butacrossalargenumberofcountries.Andwe'vealreadymadethemoveintogenerativeartificialintelligencewithsomeusecases,andithasgonereallywell.

We'veseensomeveryinterestingresults,Butwhat'sthenextstep?Andlookingabitateverythingthat'smovingintheworldofthemajorLLMdevelopers,ourdatamodels,theseAImodels,whatwe'rereallylookingfor,whatwe'rereallyafter,istrueautonomy.Whatdoesthatmean?Itmeanswehavetomovefromtheeraofgenerativeartificialintelligenceintotheeraofagenticartificialintelligence.

Thisisagenuineparadigmshift,becausenowAIsystemswillbeabletoplan,todecide,toactindependently,andtomakecertaindecisionsindependently.Thiscreatesafutureofpreventivecustomerservice,anditcompletelychangestheparadigmwe'vebeenworkingunderformanyyears.We'reenteringanewera,onewherethehumanagentspecializesincomplextopics,andtheAIagent,whichislikeakindofminihumanwithcertaincapabilitiesanddecisionmakingpower,takesonadegreeofindependence.Andthat'sveryimportanttounderstand.

IalsorecentlyreadsomeGartnerreportsthatsaidAgenTicAIwillresolveeightypercentofcommoncustomerserviceissues.AndwhatisGartner'stimeline?Thatwegettherewithinacoupleofyears,thatwithinacoupleofyears,we'llhavemoreAIagents,literallymoreofthemthanhumanagents.Butofcourse,humanagentswillalwaysbeabletousethesetoolstotheiradvantage.

Andthat'swhatweneedtoaimfor.So,tosumupandexplainwhatweseeaheadandwhatorganizationsneedtobedoing,thenextstepbeyondgenerativeartificialintelligenceisgoingtobeagenticAI,anditgoesbeyondproactiveservice.Itoffersapreventiveservice.Itidentifiesandresolvesproblemsevenbeforethecustomerisawareofthem.

Thisisanewstandardofexcellence.AIwillintegratedirectlyintoallofourproductsandservicesacrossorganizationsandacrosscountries.It'sgoingtoidentifyhighimpactrisks.It'sgoingtoresolveseriousproblemsfortheenduserbeforetheyescalate.

So,justtowrapupmythoughtshere,conversation'snotgoingtodisappear,Matthias.What'sgoingtohappenisit'sgoingtoevolveintoaservicethatisagentic,thatwillpredict,thatwillprevent,thatwillresolvethingsbeforetheuserevenknowsaboutthem,basically.Thankyoubothforthosecomments.Ithinkitmakescompletesense.

Andinfact,whatwetypicallyseeisthatthisevolutionishappeningfasterandfaster,andorganizationsreallyneedtobelayingthegroundworkaswell.Somethingwekepthearinginthepreviouspanels,right?Maru,fromyourperspective,fromyourextensiveexperience,andalsofromtheIMT,notjustinMexico,butintermsoftheregionalvisionyouhave,therearetwothingsI'dreallyliketohearfromyou.

Speaker 7

ThefirstisreinforcingwhatLucianowasjustsaying,right?Howhastheindustryevolved,ifyouwill,intermsofcustomerexperienceovertheselastfewyears?

Andaboveall,asasecondquestion,ifyouwill,howdoorganizationsensurethattheircontactcentersacrossdifferentorganizationsandtheirAIimplementation,howdotheymakesureit'salignedwiththecustomerexperience,withthebusinessobjectives,andthatit'sdeliveringrealtangiblevaluefororganizations.Well,thankyousomuch.Andit'salsoanhonortosharewithSamantha,Luciano,andofcourse,withyou,Matthias,thispanel,and,well,theINT,theMexicanInstituteofTeleservices,we'vebeenaroundthirtyfouryearsnow.Right?Soinsomeways,we'vebeenalongsideallofthisevolution.Ialwaystalkabouthowthiswholethingstartedasafunctionthathasalwaysbeenstrategic,whichiscontact,interactionwithcustomers.

Speaker 10

Sogoingbacktowhatyouwouldcallatraditionalcallcenter,allvoice,andIalso,youknow,Icomefrombankingaswell.Iwasinbankingbefore,notbankingfromhome,right,butatamajorbankhereinMexico.Butanyway,fromatraditionalcallcenterstandpoint,itwasfarmorereactive,right,wherethewholepointwasjusttohandlecalls,right,andthemetricswerealmostentirelyquantitative,howlongittakes,howmanyinteractionshappened,whatisthepercentage.Inotherwords,metricsalltiedtothroughput,andthefocuswasproductivity,efficiency,nothingtodowithcustomerrelationships.ThenwhenthewholeInternetthingcamealongandtheytoldusagainthatcallcentersweregoingtodisappear,well,itevolvedintodigitalchannels,chat,email,web,anddifferentoptions.

Andtherewasmoreofaqualitativefocus,monitoring,reviewing,listeningbacktorecordings,butitwasstillreallyaboutofferingdifferentchannels,justnotintegrated,right?Thenwemovedmoretowardtheideaofmultichannel,thenomnichannelwhereitwasaboutservingcustomersbutmakingsuretherewasafluidexperience,thattheinformationwasthere.Infact,manycenters,Imean,ofcourse,notthelargecorporationsliketheonesthatpresented,thesebanksandmycolleaguesfromAmericaMovo,butmanyorganizationsarestillinthatprocessbecausewedoannualstudiesonthebehaviorofthissectorinverylargecompaniesorincompanies,well,acrosspracticallyallorganizations.

Andthenwithinomnichannel,therealsostartstobeagreaterfocusonemotionsandfeelings.Remember,wecamefromCRM,customerrelationshipmanagement,whichwasmoreaboutrationalthinking,andnowwearemovingtowardexperience.Itstartstotakeshape,andtherearenewkindsofmetrics,NPS,customereffort,CSAT,andsoon,morefocusednotsomuchonvolume,butonthequalityoftheinteraction,andthenwow,thankgoodness.

Imean,thankstoallofthisevolutionanddriven,asmycolleaguesmentioned,bythepandemic,well,Imean,digitaltransformationbecamemandatoryandtheadoptionofartificialintelligenceextremelyimportantbecauseallbehavioralmodelschanged.

Organizationsthatpreviouslyhadmoreinpersonservicehadtoshifttomuchmoreremotechanneldeliveryandtodaywenolongertalkjustaboutinteractions.Todaywetalkaboutsolutions.Wetalkaboutemotions,aboutresolution.SoIthinknowwiththeadoptionofgenerativeartificialintelligence,whichrightnowallorganizationsareinthisprocessaseveryonehasbeensharing,itisnowmoreofastrategy,onethatismorecustomercentered.

Inotherwords,howaretheyincorporatingallofthisartificialintelligencewhenyes,whenno?Wehavealsobeentold,well,contactcentersassucharegoingtodisappear.Andwell,asLucianowasalsosaying,itisanevolutionandtherehascertainlybeenamajortransformation.Thetypicalstructuresofagents,supervisors,coordinatorshaveshiftedtonewrolesthataddfargreatervaluetotherelationship,right?

Botsupervisors,promptengineers,inotherwords,allofthesenewrolesthatweareseeingrightnowwithinorganizations,somefarmoreadvancedthanothers,andthereisanothertopicthatisjustasimportant,right?Justasimportantasartificialintelligenceisthetopicofcybersecurity,especiallyinorganizationslikebanksortelecommunicationscompanies,butreallypracticallyallofusarebecomingveryvulnerabletothat.Sotherehasbeenthistremendousevolutionoveralltheseyears,andIalsoagreewithSamanthainthesensethatwhatmattersmostishumanization,thehumanelement.

Weneedtolookatthosehybridmodels.

WhendoesAIactascopilot?Certainlybeingabletotakefulladvantageofeverythingitoffers,butknowingpreciselywhythegreatdifferentiatorisultimatelythehumanelement,right?Andsowereyougoingtosaysomething?Ofcourse.Goahead.Well,andyouwereaskingabouthowtoensure,right,thattheimplementationofthisAIisalignedwiththeexperienceofthecustomer.

AndIwouldn'tsayjustthecustomerexperience,butalsotheexperienceoftheemployee.Tohaveahappycustomer,weneedtohavehappyemployees,andwhatachallengethatis.Becausetoday,thiswholetopicofwork,theaspirationsofthenewergenerationsandalsothebabyboomergenerations,XandZandsoon.Andsothatisexactlythatfocusoncustomercentricity,WhatLucianowasalsotalkingaboutinthesenseofevenpredicting,right?

Imean,before,asIsaid,wejusthandledthings,buttodaywepracticallyneedtoreadminds.Andsothatfocusonunderstandingwhatthecustomerislookingfor,Samanthaalsomentionedthetopicofhyperpersonalization,andthathasbeenaroundforalongtime,thatdeepseatedneedtobeservedaccordingtoyourownparticularneeds.Sofirst,basingtheentirestrategyonanapproach,morethananapproach,onacustomercentricmindset.Andthenonthetopicofsharedpurpose,thepurpose,thestrategytobeabletodevelopone,asImentioned,astrategicautomation,developingthosehybridmodels,freeingrelationshipmanagers,let'scallthemthat,fromrepetitivetasksbecause,well,beforewewantedthemtohandlethingsfast,buttodayitismoreaboutthembeingabletomakeanimpactinthatrelationship.

Inourcongresses,andnextyearwillbeourthirtiethcongress,andwehavecoveredallofthesetopics.

Inrecentyears,wehavetalkedaboutthefutureofCXishuman,right?Meaningthehumanelementmattersagreatdeal.ThisyearweusedthethemethesoulofCXbecausethesoulultimatelyisfundamental,especiallyinthisnewerasincethepandemic,whichmadeussomuchmoresensitive,somuchmoreemotional,somuchmorerational,andwearemovingtowardnotjustmakinganimpact,butleavingalastingresonance,right?Nextyear'sthemeis,infact,resonance.

Andofcourse,wehavetomakesureallofthisdevelopsinthebestpossibleway,measuring,monitoring,winyes,winno,checkingbackwiththecustomer,andlookingatwhatimpactitishavingonourresults,asAndresandFabianshowedusearlier,Ibelieve,intermsofhowithasdrivenimprovementsinNPS,intermsofbenefit.Imean,ifusagekeepsdoubling,thattellsuswearedoingthingsrightbecauseultimatelywe,thearchitectsandthevisionariesofcustomerexperience,aretheoneswhoareindailyinteractionwithcustomers.Isayweareveryfortunatebecausewemanagethemoststrategicassetofanyorganization.

Andthen,well,towrapup,thetopicofethicsisfundamental,right?Howweobtaininformation,whereweareheaded,andsoon.Thewholetopicofgovernanceandethicsinordertoachievethebestpossibleimplementationofallofthis,andofcourse,theintegrationandcollaborationacrossteams,havingthatsharedpurposepermeateeveryarea.Becauseformanyyears,andIsaythishavingbeeninbankingtoo,andwithalltheseyearsofexperienceinconsultingandtrainingandsoon,somuchstillexistsinsilos,right?

Theykeepbeingsilos,notjustintechnologysometimes,notwithAVObecausethatispreciselythegoaloffindingastrategicpartnerlikeyourselves,butthetechnologystayssiloedandsometimestheinformationtoo.Butontopofthat,thecultureissiloedtoo,right?Everyonepullsintheirowndirection.Thatisachallengethatgoeswayback,ButIbelievethatwithasharedfocusandpurpose,wecangetthere.

Absolutely,andIampickinguponsomethingsyoujustmentioned.Butaboveall,Ialsowanttoholdontothisnewparadigmatsomepointwhereweshiftedfromcontainingtoanticipating,right?Andwestartorchestratingthousandsofintentionscomingthroughdifferentchannels,chat,voice,messaging.Imean,itallsoundsspectacular,theidealworld,right?

Speaker 7

Butunderneaththat,whatistherealcomplexityofactuallydeliveringonthis?Andononesideandontheotherside,amongthethingsI'malsothinkingaboutconnectingtowhatyoujustsaid,Mario,Whatarethechallengesorganizationsalsofaceintermsofprocesses,intermsofsystems,breakingdownthosesilosandstayingaligned?Right?

Fromyourside,Sammy?

Excuseme?Yes.Thetruthisthatallofthis,theintegrationandtheintentionsacrosschat,voice,messaging,thatdoessoundincrediblyambitious.

ButthetruthisthecomplexityliesexactlyinwhatEugeniajustsaid,right,inintegrationandnotjustwhatdependsonthetechnologybecausethetechnologyisthereanditteachesusagreatdealanditkeepsadvancing.Buttherealchallengeisaligninginternalprocesses.

Speaker 8

IncompaniesaslargeasAmericaMobile,wheretherearemanyareas,therearelegacysystems.Eachareahasitsownwayofworking.Thesehavetraditionallyoperatedinacertainwaywithinthesesilosthatwerementionedorindependently.AndsooneofthebiggestchallengesinmyviewisthisfragmentationwhereeachareahasitsownKPIs,itsowntools,itsownprioritiesforthevariousprojectsathand.

Andwiththemillionsofuserswemanageandthevaryingideologyacrossdifferentcountries,harmonizingallofthismakesitveryhardtobuild,right?Thatfluid,consistentexperienceforthecustomer.Thatsaid,ourprimarygoalispreciselytoensureourcustomershaveagreatexperience.Agreatexperiencewhenthey'relookingforwhattheyneed,buyingwhattheyneed,usingwhattheyneed.

Andontopofthat,Icansaythatlegacysystemsareoftennotdesignedtooperateinrealtimeortosharealldataefficiently.Soeverythingwehaveinsidethecompanyneedstobebroughtintothisupdate,thisnewtechnology,whichmakesthatyetanotherchallengebecausethekey,Ithink,isintelligentorchestration.Creatingacrosscuttinglayerthatunderstandstheintentofourusers,thatidentifiesthemostappropriatechanneldependingonourcustomertypeandtheirspecificneedthatconnectstothebackend,right,witheverythingthatlivestherewithoutgeneratingfriction.

Thisobviouslyrequiresgovernance,technologicalinteroperability,andaboveall,asharedvisionandcommunicationacrossalltheareas.That'swhatweneedtostartbringingtogether.Andit'ssomethingwe'vebeenworkingonforalongtimeatAmericaMovil,andwe'remakingthosesteps.Soinsummary,Ithinkthechallengeisn'tjusttechnical,it'sorganizational.

Andovercomingitmeanstransformingtheinternalculture,bothfortheexperienceofourcustomersandforthedigitalarchitecture,right,Luciano?Yes.Yes.Exactly.

Andlook,Ithinkthiswholechallengeofhandlingsomanymillionsoftransactionsisenormous,especiallyinorganizationsaslargeasours.We'retalkingmassivetrafficvolumes,seriouslyinSMS,invoice,indata.Soweneedtohaveavery,verywelldesignedstrategy.AndIthinkitallstartswithdigitalchannels.

Speaker 9

Digitalchannels,wehavetwoversionsofthose.Wehavetheinternaldigitalchannelswithinthegroup,andwehaveexternaldigitalchannels.WhatsApp,forexample.EventhoughWhatsAppisaverypowerfulchannelandit'sveryimportanttohaveitinthemix,it'snoteverything.

Sothisislikeinvestments.Wecan'tputalloureggsinonebasket,becauseiftomorrowMetadecidesitdoesn'tlikesomething,theycouldshutourbusinessdown.Sothere'sastrong,clearvisionfromtheentireleadershipteamthatweneedtoreallyinvestinourowndigitalchannels,drivetraffictothem,promotethemproperly,whilealsokeepingexternaloneslikeWhatsApp.Andwhathappensinsidethosedigitalchannels?

Well,speakingalittletothecustomerserviceside,basicallyallofourchatbotsaredeployedacrossallthedigitalchannelswehaveinthegroup,bothinMexicoandinothercountriesacrossAmericaMovil.Andthisbecomesveryvaluablefortheendcustomer.Theendcustomerhasaccesstoavirtualassistant,achatbotpoweredbyadvancedartificialintelligence,wheretheycanstartaskingquestions,theycanchecktheirbalance,askquestionsabouttheirinvoice.Sotheinteractionismuchmoreimmediateandcoversmoreinformationaltopicstoo,right?

Like,Hey,what'saneSIM?Hey,theyjustlaunchedit.Howdoesitwork?HowdoIsetituponmyphone?

Andifatsomepointoursystemnolongerhasthecapacityortheusersimplywantstobeassistedbyahumanagent,that'salsopossible.Wehavethatpathwaysotheendusercanconnectwithahumanagentandstarttalking,basicallystartchatting.Sowealreadyhavebothworldsmergedtogether.WehavetheAIpowereddigitalsidewiththebot,andwealsohavethehumanlayerbehindit,actingasspecialistsandhandlingmorefocusedandcomplextopicsthatcurrentAIsystemscan'tyethandle.

Eventually,theywill,justnotyet.Sothesearethingswe'vebeenworkingon,andthey'veworkedoutreallywell.AnotherimportantpointIthinkeveryonehere,theaudienceandthecompanies,needtohaveveryclearisthisvision,Thisvisionofwhatcustomerexperienceis,thisvisionofwhatartificialintelligenceis.Withstrongalignmentandasolidconceptualizationofthesecomponentsacrossthewholeorganization,thingsstarttomovemuchmoreorganicallywithmoreprecisestepsandgoodresults.

Andobviously,thisalsoneedstobebackedbytheteamsthemselves.Evenwiththeteams,wehavedifferentareas,wehavedifferentdepartments,andsometimesthereareissuesaroundobjectivesandsoon,butintheend,theyalwayscometogether.IthinkpartoftheAIworldisalsoabouthavinggovernancewherealltheareasandallthedepartmentsareworkingcollaboratively,areinterconnected,andarecrossfunctional.Havingmetricsthatletustracksomekeyindicatorsaroundhowwe'redoinginternally,butwheretheendproductisasolidbotsolutionpoweredbygenerativeartificialintelligenceandeventuallybyagents.

Andcollaborationisabsolutelycriticaltoallofthat.It'sachallenge,asSamsaid,it'sachallengeyouhavetoworkateveryday.Butitcanbedone.We'vedoneitwiththeseAIpoweredserviceswe'vealreadylaunched.

It'sworked,andwe'vemaderealprogress.Andfinally,theotherkeypointisthatwedoneedtothinkaboutthisvisionofanewarchitecture,anewerawherepracticallyeverythingchanges,right?Fromthefrontendallthewaytothebackend,wehavetoreadjustthings.Butthisdoesn'thappenovernight.

It'lltakeyears,years,especiallythebackend.That'sgoingtotakeyearstodo.Butwe'restartingwithsmallerthings.Andoneofthosesmallerthingsisdeliveringanomnichannelexperiencetoallourusers,wherethecustomer'scontextispreservedateverytouchpoint.

Sowhat'sthekeyhere?Whatareweaimingfor?Theuseralwaysgetsthesameinformationacrossallthedigitalchannelswehavethroughouttheorganization:inthebot,inthedifferentself-servicesystems,intheonlinestoresalwaysthesameinformation,alwaysconsistent.Thatsinglesourceoftruthiskey.

It'ssomethingthatreallyhastobeworkedon.Andfrommypointofview,andnotjustmine,manyexpertsinartificialintelligenceagreedataisthelifebloodofAIsystems.Soifthatdataisaccurate,it'sclean,it'spolished,andwefeedittotheAIsystems,theystartdoingincrediblethings.Soasinglesourceoftruth,afullyomnichannelexperience,Ithinkthat'sultimatelywhatusersarelookingfor.

Andwhenwedeliverthatandconsistencystartstotakehold,youstartseeinggreatresults,betterNPS,moretraffic,moresales,fewerdemandsoncustomerservice,usersenduphelpingthemselves,theyselfserve,andfewercomplaintscomein.Sothere'sawholeseriesofverysignificantbenefitsthatthiskindofapproachI'mdescribingdeliversasresults,basically.Absolutely,Maru.Whathaveyouseenintermsofthesechallengesandcomplexityintheregion?

Yes,it'sexactlywhatthey'redescribing.Thecomplexityispreciselythatmisalignment,right?ThefactthatnoteveryoneisaccountingforallofthatorganizationalsynchronythatwasalsomentionedbySamantha,whichhastodowithtechnology,withprocesses,withculture.Andyes,technologyisacommodity.

Intheend,weallgotoImean,firstit'saccessibletolargeorganizations,buteventuallyasmallcompanycangettheretoointermsoftechnology.So,it'snotjustatechnologychallenge,it'salsoaboutculture,aboutstrategicvision.Becausemanyorganizations,andIseethisbecauseweprovideconsultingservices,training,certification,andsoon,manyorganizationswouldjustsay,allright,IamgoingtouseAIandIalreadyhavemyvendor.

Speaker 10

Right.TheCEOalreadytoldmeit'ssoandso,sothereisnorealplanforthisimplementation,andwhatisactuallyneededispreciselytoanalyzewhereitfits.Imean,itisreallyaboutdefiningthestrategyfirstandthenselectingthetechnologypartner.

Becausesometimeswealreadyhaveasolutioninplaceandthenorganizationsendupapplyingpatchesthathavenothingtodowithanything.Soitisaboutthatsharedvision,andIinsistacommonpurposeinordertosucceed.Andwell,thisalsobuildsoneverythingLucianaandSamanthahaveshared.Excellent.

Thankyouforthat.Iamtakingawaysomethingallthreethatyoumentionedindifferentways,whichishowdoyoualigntheorganization?AndIthinkthat'salsowherethechallengelies.Abigpartofthechallengecomesdowntothat,right?

Andperhapsatwopartquestion,especiallydirectedatAmericaMoFLtoLucianaandSamanta.

Ononehand,howdoyouseethepathtowardbuildingthosepolicies,thosegovernanceframeworkstomakesurethatinaworldthatisadoptingAIrapidly,thereareguiderailsaroundprivacy,brandconsistency,

Speaker 2

andconversationaltone.

TiedtosomethingIknowyouhavebeenworkingon,howdoyoubringthehumanintoimprovetheexperience,whatisnowknownashumanintheloop?

Yes,Ithinkthisquestionforme,Mari,isessentialbecausenotjusttheMedicomobile,manycompaniesareconcernedwithandactivelyworkingonthis,right?ThepathweseetowardAIgovernancepoliciesandframeworksisoneweseeasanecessaryandurgentevolution.It'sclearwehavetoworkonthis,especiallywithGenAI,whichhasalreadybeenmentioned.Right?

Thekey,frommypoint

Speaker 7

ofview,isestablishingclearprinciplesfromthedesignstage,privacy,security,andtransparency,becausethisisvitalformanycompanies.

ButatAmericaMobile,intelecommunications,itbecomesessentialforourcustomers,protectingtheirpersonaldata,protectingcommunications,protectingeverythingtheyentrusttous.It'soneofthetopconcernsofourusers.Ourusers?And,ofcourse,there'salsoequityandalignmentwithbrandidentity,asyouweresaying,whichforusisvital.AmericaMovil,Telcel,andyes,we'vespentyearscaringforourbrand,andit'svitalthatthisblendofAIandtechnologyandeverythingbeingintroducedevolvesinawaythat'scarefulandprotected.

Speaker 8

Inorganizationslikeours,thatmeanscreatingcleargovernancestructuresthatincludecrossfunctionalcommittees,ongoingaudits,andtoolsthatallowforcontinuousmonitoringofallthesemodelswehaverunninginproduction,becausethat'sexactlywhatwe'rebuildingrightnow.ButLuciano,IwasmentioningsomeofwhatTelcelandAmericaMobilealreadyhavebecausethisappliestomostAmericamobilecountries.It'salsofundamentaltotraintheAIonethicaldata.Alltheinformationwehave,alltheusecaseinformation.

SomeoneintheaudienceaskedwhatusecasesAmericaMovilhaswithAI,theintelligentinvoice.Andthisreflectsandalignswithaconversationaltonethatrepresentsusalwaysprotectingthebrandsothatourcustomersacceptandembracethisevolutionbecausethey'reusedtohumancontact.They'reaccustomedtothatandweservethemthroughmanychannels.Andnowwiththisdigitalcontact,withthiskindofinteraction,withthistransactionality,wehavetoguaranteenotjustconsistencyintheexperienceofourcustomers,butalsoavoidanykindofbiasandensureregulatorycompliance.

Becauseasitwassayingatthestart,theregulatorydimensioniswhatshapesusandespeciallyforAmericaMobile,it'squitesignificant.Weareconstantlyreviewingandcomplyingwithalltheselawsandregulationsthatareplacedonus.Why?SoGenA,Icangiveusenormouspower,butthetruthisitalsocomeswithenormousresponsibility.

That'swhythepathtowardtrustworthyAIisn'tjusttechnical.It'scultural.It'sethical.Andwehavetoeducateourteamsonthis,notjustthoseworkingdirectlywithAI,buteveryone,customerservice,engineeringteams,financeteams,allareas.

Sowecansetclearboundariesandevolveourpoliciesatthepaceoftechnology,butinawaythat'salsocompatibleandalignedwithourgoals,ourvision,ourmissionasacompany.Andonthetechnologyside,there'salotwehavegoingonintandemwithallofthisinsideAmericaMobile,right,Luciano?Onehundredpercent.Onehundredpercentagreed.

AndIthinkoneimportantpointwecanhighlightherearoundethics,aroundprivacy,aroundconsistencyofinformationisthatinthisera,welleventhelastone,andthisonechallengesitevenmore,trustisthecurrencyofthisneweradefinitelyformanyreasons.I'llexplainquickly.

Butlook,havinganethics,aresponsibleethicalAI,onebuiltonprinciplesoffairness,oftransparency,eventhoughwehaveregulatoryobligationstomeetbecausethat'showit'ssetupandwehavetodoit,itactuallybecomesastrategicimperativefortheorganization.Soweneedtothinkbeyondcompliance,beyondwhat'simposedonus.WehavetobeethicalineverythingwedoaroundAI.Andnowthisbrandreputation,whichalwaysmatters,ethicalchoices,theyalwaysworkinfavorofthebrand,buttheycanalsoworkagainstitandwithveryseriousconsequences.Soweneedtodeepenthisstrongbrandvision,builddeepercustomerloyaltytowardtheproductsandservicesofthecompany,andweneedtoestablisharealcompetitiveadvantage.

Speaker 9

Wehavealotofcompetitors.Therearemanypeopleworkingonthis.

AndIwanttosaythatalwaystakingtherightpath,doingthingstherightway,alwaysbringsusgoodresults.SoIthinkthisiswhatweneedtobetonwhenitcomestoAIsystems,andwe'vealreadybeendoingit.AsSamsaid,we'veestablishedAIcommittees,andeventhoughwe'restillintheearlystages,we'vealreadymadeprogressthatbringsabitmoreorderandallowsustomakedecisionsthatarefairforallourusers.So,it'simportanttohavetheseethicscommitteesproperlyestablishedandreadytogetgoing,andforthemtobesomewhatseparateentities.

SeparatefromwhatmightbeanITarea,aproductarea,itneedstobesomewhatseparate,crossdisciplinary,thisethicscommittee,sothatdecisionscanbemadethatare,let'ssay,fairer,right?Andlessbiased.Andalsoonthetopicofbias,somethingItouchedonearlierarounddata,wehavetobeveryawarethatallthedatawe'reusingtotrainthedifferentAIsystemsisdatathatwecreatedashumans.So,wecarryalotofbiasashumans.

Wecarryalotofbias.

AndwefeedthatinformationtotheAI.TheAIhasbias,andorganizationscarrybiastoo.So,weneedtodotheworkofidentifyingandactivelymitigatingthesebiasestoguaranteefair,equitableoutcomes.So,what'shappeningnowwithAIsystems?Well,thefamoushumanintheloopbecomescriticalbecausewestillcan'tgivecompletefreedomtoAIsystems.Idon'tthinkwe'regoingtodothat.

Atleastnotinbusiness,notonthecorporateside.So,humanintheloopbecomescritical,wherewe'resupervising,applyingaudits,reviewingtheoutputs,andespeciallyinthisneweraofAI,we'reenteringaconcept,you'veallsurelyheardofhallucinations.WeneedtobeveryawarethatAIsystemsstarttohallucinateliterallylikeahuman,likewhatwesayinMexicowhensomeoneisbeingtakenforaride.AIsystemsalsostartsayingthingsthatareofftopic,thatjustdon'tmakesense.

Sowhatdowedo?Humanintheloop,that'sus,theexperts.Wehavetokeepreviewingoutputs,whatisbeingdelivered,whatit'sbeingretrainedon,andalwaysstandinthemiddleofthesesystems.That'scritical.

Ithinkit'soneofthemostimportantpointsweneedtokeepinmindthatallAIsystemsneedtohaveahumaninthemiddle,observing,monitoring,supervising,maintainingthisgovernancewherethecontrolisours,notAI's,andnotallowingtheAItogetcreativeandstarthandingoutpromotionsleftandrighttocustomersorstartsayingthingsthatmakenosense,whichhasalreadyhappenedinorganizationsaroundtheworld.Caseslikethishavealreadyoccurred.ButrighthereinthegroupatAmericaMobile,we'vetriedtobeveryawareofthisandhavetriedtoaddressthesehallucinationsverypromptly.

Wemakeadjustmentsfast,very,veryfast.Sotheuserneverevenfindsout,whichisexactlywhatweweretalkingabout.SoI'lljustclosethispointbysayingthatAIethicscommitteesareveryimportant,alwaysdoingthingstherightway,distrustthatisthecurrencyofthisera.NowwithAIsystems,Ithinkyou'restartingtogetabitmoreofwhatIwasreferringto.

Trustisthemostimportantcurrencythereis.Andhumanintheloopisnotgoingaway.It'susashumanswhoholdthecontrolandweneedtokeepitandmakeitvisibleineveryareaandineverythingandproductwebuild,basically.SomethingIwanttopickuponthere.

Sammy,youmentioneditveryquickly.Aconcreteusecasetoday,theintelligentinvoice.Idon'tknowifyouorLucianowouldliketotakeaminutetowalkusthroughit.What'sthescopeandwheredoesitstand?

Thisscope,witheverythingthat'sbeensaidabouthumanintheloop,thehybridside,thiscombination,theintelligentinvoiceispartoftheAIusecasesforthebotatAmericaMobile.Sowhatitsetsouttodoisexplaintoourusersinasimpleandproactiveway,whatdoesyourinvoicesay?BecauseyoubasicallyneedaPhDtounderstandtheutilitybillonmanyoccasions.Butwhatittellsthecustomeris,comparedtolastmonth,herearethechargedifferences,thelineitems,andyoucanaskitmultiplequestionsanditexplainstheinvoice,whichhasdrivenasignificantriseinNPSbecauseitmeansyounolongerneedtoaskahumantoexplaintheinvoicetoyoudirectly.

Butthiscombinationandthishybridelementwiththehumansideisgreat.NowIunderstandmyinvoice.IknowwhatIwascharged.Iknowwhyit'shigherthanlastmonth.

ButnowIneedyoutohelpme,maybegetanaddonpackageormaybeadifferentservice.

So,thiscombinationhasresultedinasatisfyingNPSoutcomeforthebillingclarificationside.

Speaker 7

It'sinterestingtoseehowsomethingyouexplaintothecustomer,especiallyproactively,becausewhenyouchecktheintelligentinvoice,theveryfirstthingitsaysis,Hi,Samantha.Yourinvoicethismonthisforthisamount.Comparedtolastmonth,itwasthisamount.YouhadadifferenceinservicesX,Y,Z.

Sothathelpsourcustomersenormouslytounderstandthisdocumentthatcansometimesbehardtoexplainwitheverythingyoudoasatelecommunicationscompanylikeours.

Speaker 8

Totally.Absolutely.Ithinkwetalkedaboutthisatsomepointinthepast.

Theseareusecasesthataddenormousvalue,notjusttotheorganization,buttotheuser,thecustomerontheotherend.Anditmakesitsothatthepathandtheexperiencegeteveneasier,right?Yes.Imean,intheinterestoftime,andthisisaquestionthatneverevergoesunasked,mainlybecauseofaspeedthattheindustryhastakenon,broadlyspeaking,drivenbyAI.

AndparticularlytheworldofCXaroundtelecommunications,ifwethinkabouttwothousandandthirty,lookingattheselasttwentyfourmonthsandtheaccelerationwe'veseen,whatdoyouthinkwilldefinetheleadingcompaniesandcustomerexperiencethatwillseeaboostthroughAI?Willitbetechnology?Willitbedataquality?Willitbeethics?

HowAIismanaged?Aquickclosingthoughtfromyourside.Ithinkfiveyearssoundslikealotsometimes,butthetruthiswhenitcomestotechnology,itreallyisn't.Technologyhasmovedfast.

HereatAmericaMovil,onephonewouldhavecertaincapabilities,andnowanotheronesurpassesitintwominutesandonandon.Sothistechnologyandprogressofmakinglifeeasierforthecustomerisconstant,andweneedtobereadyforthat.

Speaker 7

SotheleadingcompaniesincustomerexperiencepoweredbyAIwon'tjustbethosethathavethebesttechnology.They'llbetheonesthatachieveavirtuousbalance,Iliketosay,acrossseveralpillars.Dataandinformationquality?Yes,you'reabsolutelyright.

Iagree.Ethicsinhowintelligenceismanaged,theabilitytoadapttothesechangesandeverythingthat'scoming,butaboveall,thepursuitofagreatexperienceforourendusers.Technologyshouldsupportthatgoal.It'sanenabler,notthedifferentiator,meaningwhatreallymakesthedifferenceishowthemodelsaretrainedonwhatdata,underwhatprinciples,withwhatpurpose.

Butthecompaniesthatmanagetobuildreliablebetaecosystems,ethicallygoverned,alignedwiththebrandpurposewehave,thosearetheonesthatwillgeneratetrustandloyaltyamongusersandcustomers,Ibelieve.

Speaker 8

Also,ethicsisacompetitivefactortoobecauseconsumerstodayaremoreandmoreawareoftechnology,ofdevelopments,ofhowtheirdataisused,ofhowautomateddecisionsaremade,andofthevaluesthatthebrandrepresentsinthesedigitalinteractions.Sotransparency,inclusion,respectforprivacy,thesearegoingtobesuperimportant,aswellasspeedandpersonalization.

Soit'sacombinationofeverythingdiscussedinthispanel.Youhavetobesuperethical,supersecure,butprotecttheexperience,protecttheuser,protectthedata,andstrikethatcombinationimbalanceandleveragethistechnologyandthesupportofproviderslikeyourselvestokeepevolving.Thankyousomuchforparticipatingandfortheinvitation.

Yes,exactly.

Look,thesepillarsyouwerementioningtotallyagreed.

Butthere'ssomethingelsewecan'tlosesightof,andtwothousandthirtyprobablyseemsveryfaraway.ButifyourememberwhenallofthisAItopicbegan,well,westartedattheendoftwentytwentytwo.Andinjustafewyears,we'vewe'vebuiltanentireecosystemofartificialintelligenceandthousandsofproducts.Anddaybyday,newthingskeepbeinggenerated.Andweekbyweek,newmodelskeepcoming,newLLMs,newalternatives.

Andthesemodelsaregettingmoreandmoreefficient,moreintelligent,fasterwithlowercostsforusascompaniestoo.ThecostofusingAIsystemskeepsdropping.Soit'sallmovingvery,veryfast.NowIcouldsaythatbytwothousandandthirty,itshouldbeallaboutagents.

Butthetruthis,therealityisthatagenticAIisgoingtohappennoteveninyears,inthecomingmonths.Thinkingabouttwothousandandthirtyisalittleriskywhenitcomestoartificialintelligencebecauseit'sadvancingincrediblyfast.WhatIcantellyouisthatwithinmonths,we'regoingtostartseeingAIagentsinteracting,oneswegiveautonomytothatmakedecisionsandstartdoingthingsforus.We'regoingtostartseeingthatalready.

Surely,someofusarealreadytestingit.

Speaker 9

So,importantpoint,andonethatlooksforwardfromhere,isthatweneedtounderstand,andnotjustinorganizations,butforthegeneralpublic,forourfamilies,foreveryonearoundtheuseofartificialintelligence,thatthetruevalueofAIdoesnotcomefromreplacement,assomeoneherewasalreadysaying,right?It'snotgoingtoreplaceus.Whatwedoneedtobeveryclearonisthatthepersonwhoknowshowtousethetoolswillhavemoreadvantagesinthisworldandinorganizations.Why?

Becauseitamplifiesusanditimprovesourhumancapabilities.Ifsomethingusedtotakeushalfanhour,ameetingsummaryforinstance,nowwedoitintwominutesbecauseAIdiditforyou,essentially.Itbroughtusincredibleefficiency.So,wehavetothinkaboutspreadandexplain.

Inorganizationsthatthisisnotareplacement,It'satoolweneedtobringintoeverydaylife.Andweneedtostepintoaphaseofhybridintelligence,whereevenwithAIinplace,supportedbyallthosemodelsandmore,wearealwaysthepilots,notthecopilots.Wearethepilots.Wearetheoneswhoholdthegovernanceandwhoalwaysholdthiscontrolandwemustholditsowecandeterminewhetherornotaserviceorausecasemovesforwardandwhetherweimproveit.

So,let'sjustlookatithandinhandalways.Alongsideartificialintelligencecometoagents,butalsocomesthisunderstandingthatit'satool,notareplacement.AndwhatIrecommendtoeveryoneisthatit'slikegoingbacktoschool.Weneedtogobacktothebooks.

Weneedtostudyagain.Weneedtounderstandagainhowthisworks.Andnowtheconcernisn'thowtheLLMmodelswork.Theconcernis,whatdowetelltheAI?

Whatdowegiveitsothatitgivesustherightresult?ThispromptengineeringthatMaruwasmentioningisextremelyimportantbecauseit'sthefutureofeverything.ThepersonwhoknowshowtotalktoAIisgoingtobethebigwinnerinthisgame,basically.

Mauro?Well,whatwillcharacterizeordefinetheleadingcompanies?Ithinkallthosefactorsyoumentionedtechnology,dataquality,andespeciallyethicsarefundamentalbecausetechnology,well,it'sthere.Whatmattersishowyouuseit.

DataiswhatLucianowasalsomentioning.It'sabouttrust,howyouobtainit.Thewholeideathatdataneedstobecontextuallycleanandalsoethicallyobtained,right?Italsoaddscybersecurity.

It'sfundamentalbecausewe'veseen,Imean,recentlyaseriesof,well,differentcompaniesthathavedealtwiththatkindofissue.Andwhatmattersmostishumanization.Infact,attheIMT,webaseourselvesonamodelthathastodowiththisrace,withFormulaOne,theseFormulaOneraces,andmakingananalogywithacarthat'sgoingtocompeteinthatmarket.You'resayingthattechnologyistheengine.

Allthatlubricantthatallowsyoutofunction,thelubricant,whatmakesallofthisactuallywork,right?Ontheotherhand,dataisthefuel,right?Thequalityofthedata,oftheinformationyoufeedyourself,youwouldn'tputintoaFormulaOnecarafuelthatdoesn'twork.Cybersecurityisallthatprotection:thecar'sdefenses,thehelmet,thedriver,theteam,thesuitsoyoudon'tcatchfire,andsoon.

Andethicsisthesteeringwheel.Whereareyougoing?

Speaker 10

Howdoyousteerit?Youhavetosteerittowardagoalthatmakesyoutheleader,thedriver.Itispreciselythehumanelement,humanization,theonewhodecides,asLucianowasalsosaying,theonewhodecideshowitisused,whatisdone,whatisethicallyright,andtheonewhoreallygivesallofthisitssoul.Iwouldaddheretweakingthismodelwealreadyhave,thattheteam,youknowhowchangingthetiresrequirestremendousagility,allthatteambehindit,well,thatistheworkteam,butitisalsoorganizationslikeIvothatletyouachievethatleadership.Soforme,allofthemmatterandthebestwaytoexplainitiswiththismodelweusewithourclients.

Excellent.Ilovetheanalogy.Thankyoutoallthreeofyouforjoiningusforthislittlewhile.It'swonderfultobeabletohearyouandlearnfromtheexperience.

AndIhopeeveryonejoiningustodayalsotakesawaythevisionandthetestedmodelsthatareworkingandaboveallmanyofthethingstheyarenowkeepinginmindinordertokeepevolving.Sothankyouagaintoallthree.Joaquin,thankyouverymuch.Thankyou.

Allright.Well,many,manythanks.Ithasbeenatrulyinterestingsession.

Ipersonallythinkmanyofusheretodayconnected,includingthosewhohavebeenhereconnectedformorethantwohourswiththisexcellentcontent,willintheendbepilots,right,ofwherethingsaregoinginourAIlandscape.Inourcompanies,manytimeswhenweare,well,Ithinkwhenweareultimatelyactingasconsultants,exactlythesame.Iamgoingtodoaquickrecap.Wearegoingtohaveourfinalclosing,right?

Thefinalcontentclose.Wearegoingtotalkaboutwhatisahead.WewillhavewithusGabrielOliverekandMatthias,whoisgoingtohelpwiththeclosing.Iwillgoveryquickly.

Wewillmovefastbecausewearefacingthefiresidechat.Autonomouscustomerexperience.Wearefacingatechnologicalenvironmentofsomeuncertaintyaswehavebeenabletoseethroughoutthespeakers.Andtodaywehaveseen,Ithink,thekeyplayers,theexecutives,themostimportantleadersoftheentireecosystem.

Andtruly,toaboveallandveryfundamentallytotheIvoprofessionalswhohavedriventhisevent.

Speaker 7

Toalltheorganizers,IwanttogiveaspecialmentiontotheAvoteam,whichhasdriventhiseventandespeciallyparticipatedinaveryextraordinaryway.There'sclearlyalotofknowledge,alotofexperience,andhavingtechnologypartnersis,intheend,somethingnotjustfromanoperationalstandpoint,butfromasecuritystandpointthatgivesallofusalotofpeaceofmindwhenapproachingthesethings.

Chapter Fireside Chat - CX Autónomo: La Próxima Frontera

Speaker 1

I'dliketoinviteGabrielOlivarek,whoIbelieveisalreadyconnected.He'salsotheHeadofPartnersandAlliancesforLATAM,anexpertindevelopingpartnerecosystemsandstrategicalliancestodriveinnovationincustomerexperiencewithAIintheLatinAmericanmarket.Butfirst,let'srecapabitwhatwe'veseenoverthelasttwohoursveryquickly.Wetalkedaboutdata.

Wetalkedabouttechnology.Wetalked,andIespeciallyenjoyedthis,aboutpeople.ThepeoplewhoI'mgonnatellalittlestorybecauseIbelievethattechnologyisgoingtodemocratize.Practicallyeveryoneisgoingtolearntouseitinourdailylives.

It'snolongertheexclusivedomainoflargecorporations.

Isaythisbecauseitseemslikebanking,itseemsliketelecoms.No,it'sgonnabeembedded,andit'sgonnabesomethingtotallycrosscutting.Letmegiveyouanexample.Nottoolongago,Ihadastudentinamaster'sprogramwhobasicallygavemeanassignment,asubmissionforanexecutivebusinesscaseexercise.

HedidacasestudythatwasclearlydonewithAI,butitwasperfectly,imperfectlydone.Andwell,itsurprisedmebecauseitwassoperfectlyimperfect.AndIgavehimaverygoodgradebecauseIsaid,Look,Iknowyou,I'veknownyouwellforalongtime,andyou'vedoneagreatjob,butithasyourownpersonalimperfections.Iwassurpriseditturnedoutthisway,andheshowedmetheprompt.

Intheprompt,hebasicallyincludedthecasewe'dgivenhim,abusinesscasefromthebankingsector,andanotherroughlyanAfourpage,afullsheetdescribinghimself.Andwithinthoseselfdescriptions,intheprompt,whathebasicallysaidwas,Hi,don'tgooverboard.Iusuallyscorebetweenasixandaseveninmywork.Infact,myprofessorsoftenpointoutthatImakespellingmistakes.

Soincludeaspellingmistakeortwointhesolutionandapplyabitofjudgment.Basically,keepinginmindthatI'mnotabrilliantstudent,right?Ithinkthecasewasperfectlyexecuted,andthat'sabitofwhat'sgonnamakethedifference.We'vetalkedabouttechnology,we'vetalkedaboutartificialintelligence,butwe'vealsotalkedabouthumanization.

Ithinkwe'vebeeninthemosthighlyregulatedsectorsofverylargecompanies.

Thefintechshavetackledtheworldoffinance,perhapswithamoretechnologyfocusedcomponent.Irememberwhenwelaunchedmobilebanking,therewerealreadyalotofinstitutionsinSpainthatwereevencompetingwithloans.GiventheregulatoryenvironmentinSpain,whichdoesn'teasilyallowcapturingassets,bankliabilitiesforthoseinthesector.And,well,hereintheend,we'retalkingaboutdata,we'retalkingaboutsecurity.

Ithinkrightnowinacademicanduniversitysettings,forexample,cybersecurityistheareaofundergraduateandgraduateprogramsmostindemand.Justaheadsuponthat.AndperhapstoextendalittleontheuseofAIinbusinessandtosumupabitofeverythingwe'veseen,people,data,regulation,complianceintheinternationalenvironment,thewholeethicsagendaarounddataispassingthroughcompliance,andI'dencourageeveryonetoseeitasanoptimizer.Therearealotofpeopleabitworriedinallcornersoftheworldaboutthisideaofbeingreplaced.

Ithinkabsolutelynot.It'sgoingtooptimizeourtime,andI'llbeabletospend,insteadofeightypercentofmytimeontasksthatmaybeaddedlittlevalue,I'llbeabletostreamline,ifIhaveagoodtechnologypartner,I'llbeabletostreamlinealltheadministrativeburdenthroughAI,throughtechnology,andI'llbeabletoapplyeighty,ninetypercentofmyresources,mytime,especiallyifwe'reinleadershiproles,tomakingdecisions,andaboveall,togrowingthebusiness.Iwon'tgoonanylonger.We'vehad,Ithink,theopportunitytolearnanenormousamount.ItmakesmeespeciallyhappytosharethisclosingtablewithbothGabrielandMatthias.I'llhanditovertoyouMatthiassoyoucanaddyourthoughts.I'mverygratefulnotjustfortheinvitation,buttoallthemorethantwohundredpeoplewhohavebeenconnectedandstayedhereforalongtimelearning.

Andthat,Ithink,isultimatelyourreasonforbeing.Thankyousomuch,Evo.Thankyou,Matthias.Thankyouverymuch,Gabriel.Matthias,overtoyou.

Thankyou,Joaquin.Ithinkfrommyside,I'llbebrief.Ifeellikeyourecappedverywelleverythingthat'sbeenhappeninginthislittleovertwohours.

AbigpartofthediscussionwehaveinternallyandbeingacompanyalsopartofEngagewarerelatestoseveralthings.Butfirstandforemost,we'vecometorealizeovertime,anditseemsobvious,butit'ssomethingthathasbeenemerging,isthatwearetrulyexpertsinindustriesthathavethreemajorcharacteristics.

Theyarehighlyregulatedindustriesthathavethesecomplexitiesaroundcomplianceandregulation,andabitofwhatwasmentionedatthebeginningbySilvanaandthenalsoraisedbyFabianandAndresregardingevenregulationsthatmaybesimilar,butalsothescaletheregionhasandtheparticularitiesofeachcountrymeanthatevenausecasethatwithinArgentina,withintheregulatoryframework,wecanapproachitinaspecificwaywiththeexampleFabianwasmentioningversusmanyoftheotherthingswe'vealsobeendoing,differentonestoo.

AndresandtheBernarditeam,specificallyinMexico,right?Andtheseareacriticallyimportantcharacteristicbecauseithasalsomadeusexpertsatunderstandingthosecomplexities.Right?Thefintechworldandthecableoperationsspacearenostrangertoit,andbothcarrythosemajorcomponents.Samantha,Lucianowerementioningit,andyetacrossthreedecadesofexperiencewatchingandaccompanyingregionssorry,accompanyingcompaniesacrosstheregion,italsostoodout.

Speaker 7

Ithinkthesearealsoindustriesthathaveorthatserveanenormousmajorityofusers.Differenttypesofcustomers,right?Onthebankingside,privatebanking,corporatebanking,retailbanking,andonthetelecommunicationsside.Right?AmericaMobiletoday,maybe,andthenumbers.

IfI'vegotthenumbersright,thelargestintheworldifyouleaveoutcompaniesoutsideChinaandIndia.Right?Sothatalsosetsthescaleofservingmorethanthreehundredmillionusers.Right?

AndIthink,finally,onemajorcharacteristicalsohastodowithwhatkeptcomingupthroughouteachofthetalks,andthat'sthetechnicalcomplexity,thetechdebtatsomepoint,andthislayeredviewbetweenwhat'shappeningrightnowintheworldimmediatelywithA.I,withgenerativeA.I.Andwiththeagenticworldversusthedeeperrealitiesoftheseorganizations,wherethere'sonpremisesdata,wheretherearehybridandprivateclouds,wheretherearesystemsthatstillaren'tready,wherethedataisscatteredacrossmultiplethreads.

So,Imean,howtobalancethatdualityandhowtoputtogetheraclearroadmap?Ithinkthosearecharacteristicsweseeacrossallthreeorganizations.Right?Idon'tknow,Gabo,fromyoursideandfromtheperspectiveofpartnersandtheecosystem,howdoyouseeit?

Yeah,I'dsayIthinkwe'vespentoveradecadeworkingalongsidetheseleadingcompaniesintheregiontoward,youknow,thispathofintelligenttransformation.Right?CXwithaveryconcretefocus,right,wheretechnologydoesn'tjustrespond,itactuallyresolves.Andobviously,takingintoaccount,especiallyinthesehighlyregulatedindustries.

Right?Datagovernance,securitystandards,regulatoryframeworkstandardsforeachcountry.Right?Inthiscase,Imean,fromthesideofstrategicpartnersofglobalchannels.

Right?Whatwe'reseeingisthat,youknow,wehavetosupportthis,right,withaprettyrobustpartnerecosystem.Right?We'reseeingtodaythatmorethanfiftymillioncompaniesareusingWhatsAppBusiness,right,as,youknow,acommunicationhubbetweentheirusersandtheorganization.

Soandalso,youknow,we'releaningonglobalsystemsintegrators,inthecaseoftheAmericaMobileproject,workinghandinhandwithglobalhitstobring,youknow,thisautomationtowheretheyneedcomplianceframeworkstocoexist,auditanddatasecurity.Right?Sowe,asthecompany,genuinelylookforthistypeoforganizationthatalignswiththisvision.

Great.Ithink,youknow,justtotomakeonefinalreflection,toclosethingsoutaswellaroundeverythingthat'sbeenhappening,Ithinkingeneralterms,Lucianowassayingitabit.Right?Imean,theworldofLLMs,theagenticworldofAIagents,it'sadvancingatanenormousspeed.SomethingI'venoticed,andIalwaysfindmyselfinthissameconversation,howdowebalancethespeeds?Right?TheAIworldadvancesinseconds,inminutes.

Weashumansadoptitinhours,maybeinafewdays,

Speaker 5

but

Speaker 7

organizationstypicallytakeweeks,months,years.

Right?So,Imean,thatbalanceisgonnabecritical.

Speaker 11

Manyofuswhoareheretoday,manyofthosejoiningustodayaswellalongsidetheaudience,andalargepartofthespecialistswhojoinedusinthepanels,we'veallbeenthroughthreeevolutionarystagesfromanalogtodigitalandnowenteringtheautonomousworld.AndIthinkthatforcesusatsomepoint,asLucianofromAmericaMovilwasjustsaying,togobacktoschool,right?Torethink,togodeeperintoourknowledge.Itforcesustolookatthingsfromadifferentangle,torethinkorganizations,rethinkprocesses,right?

SomethingIreallylikeandthatI'veseen,andwe'vestartedtocomparenotesonthiswithourclients.It'stheevolutionarywaves,right,andhowquicklythey'regoingtoadoptit.Andwhatwefindistherearethreemajorwaves,right?Thefirstone,wherethevastmajorityofcompaniesaretryingtofigureouthowtouseAItoimproveprocesses,toimprovetime,toimproveefficiency,right?

Somehavealreadymovedintothesecondwave,wheretheygottheirheadsaroundsomeofthisandtheimpact,andthey'restartingtogoaftermorequality,amuchbetteroutput,whichis,youknow,verysignificantintermsofexperience.Andthenonlyafew,averysmallnumber,arethinkingandrethinkingfromamuchdeeperstandpoint,fromoperationalprocesses,fromthebusinessmodel,fromthenextmajorplatformshiftthat'scomingforus,right?

Speaker 7

So,thinkthatbalanceiswhatbringsusallabittothetablehere.

Andit'sdefinitelysomethingweneedtokeepinmindineachoftheorganizationswe'repartof,right?Idon'tknow,Joaquin,Gabriel,fromyourside,especiallyyouJoaquin,giventhatyouhaveaglobalperspectiveandcanlookatthingsfromanotherangletoo.

Yeah,Ithink,Imean,Iagreecompletely,andI'vealsolearnedanenormousamount.AndI'mverygratefultoyou,Matthias,foreverythingwe'veworkedontogetherthesedays,theevent,becauseifwedon'tsayitnow,we'llprobablyforget.Right?WhatI'mseeinghere,alreadynoticingtheprogressintheenvironment,especiallyinEurope,istheworkbeingdonearoundaccountability.Isaythisbecausewe'vetalkedaboutdatasecurity.Well,Ithinkkeepingourcustomers'datasafe,havingtechnologythatmeetsthecriteriaforencryption,forstorage,andsoon.

Well,Ithinkmostpeoplearemoreorlessfamiliarwiththoseresponsibilities.ButwhenwegetintogenerativeAI,andthisiswhereworkishappeningrightnow,forexample,hereatBancodeEspanaandatCNMV,theNationalSecuritiesMarketCommission,whichistheregulatoryframeworkwhenitcomestogivingfinancialadvicetoclients,there'sworkbeingdoneondecidingwhoisresponsibleforthatgeneratedcontent.Justlikewesawitbackinthedaywiththeautonomouscar,ifithasanaccident,who'stoblame?Well,here,it'sexactlythesame.

Right?IgivemycriteriatoabankingAI.ItellitI'macustomerofacertainagewithcertainsavingswithcertain,Idon'tknow,acertainincome,acertainriskprofile,andIletitdecide.Letitadviseme.

WhenI'mtalkingaboutprocessesfortakingoutamortgage,ahomeloan,apersonalloan,it'sabitmorestraightforward,justinformation.ButwhenI'maskingittoadviseme,torecommend,toguidemeonfinancialdecisions,well,attheendoftheday,who'sresponsible?Right?Ifbyfollowingthatfinancialadviser'srecommendation,Iinvestmymoneyandmaybeenduplosingit.

Right?Thisissortofwherewefindourselves,anewplayingfieldwheretheresponsibilityoverthatdata,we'vetalkedaboutbiases,We'vetouchedonthelimitationsofAI,atleastasitstandstoday.Right?Obviously,thiswillimproveovertime,butIthinkonevariableweallneedtobeconcernedaboutisaccountabilityoverthatcontent.

Right?Like,IaskChatGPT,well,atthispoint,wekindoftakeitforgranted,right?

Speaker 1

There'llbesomebias,but,youknow,theinformationthatcomesoutwillberelatively,youknow,well,relativelyornot,right?Butwekindofrollwithit,right?Whenwe'remakingdecisionsbasedongeneratedcontent,text,oractualdecisions,well,Ithinkthat'swhereitreallymatters,right?That'stheperspectivewehave,especiallyinthebankingworldhereinEurope,right?

AndI'lltellyou,it'sevengonnaberegulated.TheEFAisbeingorganized.TheEuropeanFinancialAdvisor,whichisanofficialfinancialadvisordesignationthatextendsacrossallofEurope.Andit'stryingtodefinewhatAIneedstomeetintermsofrequirementstobeabletoprovideservicesandtotrulyevolve,togenuinelyaddvaluetotheclient,right?

Tome,that'soneofthemostrelevantthings,tomoveaway,nottowardthefuture.IagreewithGabrieltherewhenhesaidthisisshortterm,veryshortterm,right?No,thisisn'tforthenextfewyears.Thisisprobablyforthenextfewdays.

Exactly.No,definitely.We'reveryalignedonthis.Wearewayovertimeactually.I'dliketoinvitethepanelists,ifyou'llallowmeJoaquin,andalsotheIVOteamwhoweremoderatingthesessionstocomeupfortheclosingandthegroupphototothankyouallonceagainforyourqualitytimeandforsharingwithusandwitheveryonewhojoinedustodayyourknowledgeandyourexperience,whichisenormouslyvaluable.

Absolutely,thankyousomuch.

ThankyouMatthias,thankyouall.

Takecare.Bye,takecare.Thankyouverymuch.

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Chapter Opening titles

Speaker 1

I'mtotallyavailable.I'mjoiningtoday'seventfromSpain.I'mbasedinMadridwhere,well,youknowwheretofindme.

Chapter Keynote – Enduring AI: From Strategy to Execution

Speaker 1

We'regoingtokickoffwithakeynotethatIthinkisextremelyrelevant,AIThatEndures.

Realimpact,right?We'refortunatetohaveSilvanaandMartinewithus.I'lldoabrief,verybrief,introductioncomparedtotheirresumesinfrontofme.I'llkeepitshort.

Speaker 2

Martin,thefloorisyours.I'llhandyouthecamera.Thankyou.Thankyou,Joaquin.Goodmorning.Goodafternoon,everyone.

Speaker 3

Hey,So.Howareyou?Goodmorning.Goodmorning,everyone.

Speaker 2

Thankyousomuchforbeingwithus.It'sapleasure.Sogreat.Sogreat.Reallygreattohaveyouhere.

Speaker 3

Speaker 2

Speaker 3

Speaker 2

Soyes,yes.Embeddedfinanceisreallywhereweseethepotentialtogrowenormously.Right.Right.

Exactly.Andtheconceptofomnichannelisgreathere.Right?Well,youallknow,thoseofyouwhoknowourplatformknowthatthat'skindofwhatweaimfor.

Youcan'tjustimplementsomethinglikethisovernight.Youmentionedthatyou'veupdatedsomeofthebank'schannels.Yeah.Andthiswaspostpandemic.

Right?

Speaker 3

Speaker 2

Speaker 3

Howdidyouendupchoosingus?How'dyougetthere?Well,letmetellyou.Letmesharethatwitheveryone.

Butwhatwewerelookingforwasspeedandimplementation.

Speaker 2

Sorry.WeareinArgentina.That'sfine.That'sfine.Nowinalittlewhile,we'llcomebacktothetopicofregulationsbecauseit's,yes,superimportant.

AndIimagineyoufacedquiteafewchallengesthere,right?Howinvolvedwerethey?Whatwasthatjourneylikegettingthewholebankteamonboard?

Speaker 3

Great.Andontopofthat,itfeelslikeanecessity.It'surgenttohaveAIinyourprocesses.Andthat'showeveryteamseesit.

Speaker 2

WhatagreatteamatBancoColumbia.Really,truly,Iwasluckyenoughtomeetalotofthem.That'sright.Wesendourgreetingstoeveryone.

It'snolongertheoretical.Itbecomesoperational.AndyouknowexactlywhatI'mpointingat.Theteam.

Yes.Security.Right?Yes.Howdidyoumanagetobringthissecurityteamalong?

Whatdidthosenegotiationslooklike?Becausethat'swheremostbankstendtohittheirbiggestroadblocks,right?

Speaker 3

Speaker 2

Welearnedalot,alot.Andwell,yes,regulationhasthateffect.Right?Butitdoesn'tnecessarilystopinnovationeither.

Right?Whatitdoes,asyousaid,isforceustogetmorecreativewithincertainlimits.Right?Andinthatsense,wealsogethelpfromMeta.

Speaker 3

Speaker 2

So,well,thosewhoknowourproduct,weofferseverallayersofunderstanding.Thefirstisasemanticlayerwherewecanhavealotofcontrolovertheexperience.Right?Nobias.

Right?ButcontrolledinordertoavoidhandinggenerativeAIcertainthingswhereweneedtobeonehundredpercentaccurate,right?

Speaker 3

Right.Tellusabitaboutwhatwe'regoingtobedoingatBancoColumbia.Howdidwestart?Yes.

Right?

Speaker 2

Andnotopenituptothousandsandthousandsofpageswherewedon'tknowwhatinformationtheymightbringin.Exactly.Exactly.Yes.

Speaker 3

Speaker 2

Right.Andaboveall,yes.

Goahead.

No,no.Ijustwantedtosayit'salsohardertofindgoodservices,right?Fromthebankitself,thatsupport,thatkindofwell,retailbankingdoesgetalotoffocus.Right.

Speaker 3

Right.Andbusinessbankingsometimesmakesithardtofindgoodservicestoimplement.Itiscomplex.That'swhyit'sarealchallenge.

Wow.Becauselet'sremember,todayit'sallaboutdeliveringahyperpersonalizedexperience.Theclustermodelisoutdated.Thatideaisgone,right?

That'swhywenowtalkabouthyperpersonalization.

Speaker 2

Speaker 3

Iwanttoclosewithonelastquestion.AndIthinkitwouldbegreattohearwhatlessonswe'retakingawayfromallthis.

I'maskingyou,butreallybothofyouandthewholeteam.Whatarethekeylearningswe'retakingawayfromthisjourney?Enormous,enormous.Andyou'repartofit.

Speaker 2

Nobodyknowswhereitendsupbecausewehopeitgoesonformanyyears.Andyes,forsure.You'reright.You'reabsolutelyright.

Right?

Speaker 1

Exactly.Thankyouforthepanel.Ofcourse.Thankyousomuch.Notatall.Notatall.

Well,Ithinkwe'regoingbacktoJoaquin.Areyouthere?

Chapter Panel – Conversational AI and the Banking Transformation of Customer Experience

Speaker 1

Withaninternationaltrackrecord,andIthinkfromatechnologystandpointatthehighestlevel,whichwe'llbeluckytoseenow,right?

Speaker 4

Youhavebothvideoandaudio.Thankyouallthreeforbeingherewithus.Thankyou,Joaquin,fortheintroduction.Welcome,FabianandAndres.

Speaker 5

Ibelieveit'sthechannel.AndnowwithAI,it'sgonnaletusscaletheservicelayersignificantlyandespeciallythetransactionalityofthesecustomers.

Speaker 6

Thankyou,Fabian.Thankyou.

Westartedenvisioningwhatitwouldmeantohaveanoptimaldigitalchannel.

Butbecauseofthepandemic,that'swhenwereallygottoworkonit.Andhonestly,it'sworkedoutreallywell.WefocusedmainlyonWhatsApp.WhyWhatsApp?

Becauseit'ssomethingthat,well,thevastmajorityofpeoplewhohaveasmartphonehaveWhatsApp.Right?Webetonthischannel.Onehundredpercentautomated.

SoweabsolutelyhavetoconnectforthistoworkwithWhatsApp.Right?

Right?

Thankyou,AndresandFabian,forsharingyourexperiences.

Speaker 4

Whowantstogofirst?

Speaker 6

Speaker 5

Speaker 4

Speaker 5

Speaker 6

Becausethat'scriticallyimportant.Right?Somethingnewcomesout,somethingdigital,andobviously,what'stheprotection?Well,it'sthis,andit'sverystrong.

Sorry.Carrie.

Speaker 4

Speaker 5

Speaker 4

Speaker 5

Speaker 6

Speaker 4

AndI'drecommendbeingveryclearabouthowtoreachthecustomer,howtoservethem.Andthat'sreallyserveduswell,right?

Speaker 6

Speaker 5

Ithinkthat'skey.

Speaker 4

Thewholeprocess.Right?Ithinkthemosteffectiveapproachiskindoftheopposite.Right?

Thankyou.

Rina,thankyousomuch,Andres.Thankyousomuch,Fabienne.

Let'sgetstarted.Youalreadyhavethenextsession.Weallhaveitonscreen,executivetalkonartificialintelligenceandcustomerexperience.There'smoretoexploretogether.

Speaker 1

It'sgenerativeinformation.

Chapter Executive Talk – AI + CX: From Contact to Resolution

Speaker 1

We'regonnahaveanexecutiveviewfromleadersfromAmericanMobile,GlobalCXForum,IMT.

Speaker 7

Speaker 8

Perfect.Yay.Apleasure.Youcanseemeokay,right?

Speaker 9

Theydon'tknowwhichusecasetheyneedtostartworkingon.SoIthinkthisisreallyvaluable.Thankyou.Andit'sapleasuretobeherewithy'all.

Speaker 7

ThefirstisreinforcingwhatLucianowasjustsaying,right?Howhastheindustryevolved,ifyouwill,intermsofcustomerexperienceovertheselastfewyears?

Speaker 10

Weneedtolookatthosehybridmodels.

Inourcongresses,andnextyearwillbeourthirtiethcongress,andwehavecoveredallofthesetopics.

Speaker 7

Fromyourside,Sammy?

Excuseme?Yes.Thetruthisthatallofthis,theintegrationandtheintentionsacrosschat,voice,messaging,thatdoessoundincrediblyambitious.

Speaker 8

Andovercomingitmeanstransformingtheinternalculture,bothfortheexperienceofourcustomersandforthedigitalarchitecture,right,Luciano?Yes.Yes.Exactly.

Speaker 9

Like,Hey,what'saneSIM?Hey,theyjustlaunchedit.Howdoesitwork?HowdoIsetituponmyphone?

Speaker 10

Andperhapsatwopartquestion,especiallydirectedatAmericaMoFLtoLucianaandSamanta.

Speaker 2

andconversationaltone.

TiedtosomethingIknowyouhavebeenworkingon,howdoyoubringthehumanintoimprovetheexperience,whatisnowknownashumanintheloop?

Thekey,frommypoint

Speaker 7

ofview,isestablishingclearprinciplesfromthedesignstage,privacy,security,andtransparency,becausethisisvitalformanycompanies.

Speaker 8

Speaker 9

Wehavealotofcompetitors.Therearemanypeopleworkingonthis.

Wecarryalotofbias.

Butthiscombinationandthishybridelementwiththehumansideisgreat.NowIunderstandmyinvoice.IknowwhatIwascharged.Iknowwhyit'shigherthanlastmonth.

ButnowIneedyoutohelpme,maybegetanaddonpackageormaybeadifferentservice.

So,thiscombinationhasresultedinasatisfyingNPSoutcomeforthebillingclarificationside.

Speaker 7

Sothathelpsourcustomersenormouslytounderstandthisdocumentthatcansometimesbehardtoexplainwitheverythingyoudoasatelecommunicationscompanylikeours.

Speaker 8

Totally.Absolutely.Ithinkwetalkedaboutthisatsomepointinthepast.

Speaker 7

Speaker 8

Yes,exactly.

Look,thesepillarsyouwerementioningtotallyagreed.

Surely,someofusarealreadytestingit.

Speaker 9

Weneedtostudyagain.Weneedtounderstandagainhowthisworks.Andnowtheconcernisn'thowtheLLMmodelswork.Theconcernis,whatdowetelltheAI?

Andethicsisthesteeringwheel.Whereareyougoing?

Speaker 10

Excellent.Ilovetheanalogy.Thankyoutoallthreeofyouforjoiningusforthislittlewhile.It'swonderfultobeabletohearyouandlearnfromtheexperience.

Allright.Well,many,manythanks.Ithasbeenatrulyinterestingsession.

Thefinalcontentclose.Wearegoingtotalkaboutwhatisahead.WewillhavewithusGabrielOliverekandMatthias,whoisgoingtohelpwiththeclosing.Iwillgoveryquickly.

Andtruly,toaboveallandveryfundamentallytotheIvoprofessionalswhohavedriventhisevent.

Speaker 7

Chapter Fireside Chat - CX Autónomo: La Próxima Frontera

Speaker 1

It'snolongertheexclusivedomainoflargecorporations.

Ithinkwe'vebeeninthemosthighlyregulatedsectorsofverylargecompanies.

Andthat,Ithink,isultimatelyourreasonforbeing.Thankyousomuch,Evo.Thankyou,Matthias.Thankyouverymuch,Gabriel.Matthias,overtoyou.

Thankyou,Joaquin.Ithinkfrommyside,I'llbebrief.Ifeellikeyourecappedverywelleverythingthat'sbeenhappeninginthislittleovertwohours.

Speaker 7

Right?Datagovernance,securitystandards,regulatoryframeworkstandardsforeachcountry.Right?Inthiscase,Imean,fromthesideofstrategicpartnersofglobalchannels.

Weashumansadoptitinhours,maybeinafewdays,

Speaker 5

but

Speaker 7

organizationstypicallytakeweeks,months,years.

Right?So,Imean,thatbalanceisgonnabecritical.

Speaker 11

Speaker 7

So,thinkthatbalanceiswhatbringsusallabittothetablehere.

Right?Like,IaskChatGPT,well,atthispoint,wekindoftakeitforgranted,right?

Speaker 1

Absolutely,thankyousomuch.

ThankyouMatthias,thankyouall.

Takecare.Bye,takecare.Thankyouverymuch.

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Turn clicks into revenue generating meetings with intelligent routing, context rich prep, effortless booking across...

Quantify the value of enterprise appointment scheduling

Engageware Appointment Scheduling ROI Breakdown...

The impact of a centralized knowledgebase with EKM

Engageware Employee Knowledge Management ROI Breakdown...

Reserve with Google Appointment Scheduling

Connect Consumers with Your Institution at Their Moment of Decision...