Strategic Alliance Drives Modernization in Customer Service Processes with Generative AI
Glow and Adereso partnered to innovate in contact centers, training more than 1,000 employees in telecommunications.
The area of customer service in companies is becoming more and more relevant, trying to respond to more demanding consumers who require effective and fast responses. In this context, in a joint effort to adapt the customer contact center industry to this new reality using the technology that is in vogue today, technology companies Adereso and Glow They have announced a strategic alliance aimed at transforming the way employees interact with customer information and service. And the main focus is on the use of Generative Artificial Intelligence (GAI).
The objective is to train more than 1,000 workers of one of the main telecommunications providers in Latin America through the e-learning format designed by Glow.
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Through the company’s training platform Glow, Adereso will provide contact center employees with instant access to crucial information, previously delivered in training sessions.
This information will be processed and delivered in real-time by virtual assistants powered by Generative AI, allowing workers to respond quickly and accurately to customer queries and improve the sales process in telesales.
“Glow has stood out for its innovative approach to meaningful digital coaching. We look forward to collaborating with them to implement this pioneering technology in their next customers’ contact centers. Our goal is to optimize operational efficiency and improve the customer experience through the integration of Generative AI into daily operations through chatbots,” says Camilo López, CEO of Adereso.
The training platform of Glow, which includes a wide variety of courses and training material will be availed by Adereso to transform that training content into virtual assistants that will be available to employees in real time. This integration will allow them to access relevant information quickly and efficiently, without having to resort to manuals or scattered documents while answering a phone call, and thus be able to optimize their response time.
“At Glow, we believe that online learning and development can be engaging and effective. This partnership with Adereso allows us to take our vision a step further by incorporating Generative AI into the learning process. We are, like them, quite excited to work together to improve the productivity and efficiency of contact centers through this innovative technology through our trainings,” adds Lorenzo Norambuena, CEO and Managing Director of Glow.
Real-time resource optimization
It is anticipated that the results of this partnership, which include a reduction in the average uptime of contact centers and an increase in sales, will have a significant effect on the Latin American market if the trend continues in this way.
With the implementation of this technology, both technology companies claim to set a precedent in the industry by offering an end-to-end solution that combines digital training with Generative AI, which will boost productivity and efficiency in contact centers across the region, thus laying the foundation for future innovations in customer service and sales.