From Agent to Agent. The Strategic Role of Generative AI as Support for Contact Center Agents

Today, customer service departments face multiple challenges: increasing volumes of interactions, demands for faster responses, greater case complexity, and ever-higher customer expectations. In this context, human agents remain essential for managing sensitive cases, building empathy, and fostering loyalty. However, they ...
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AICustomer experience

Technology with Real Impact: How MST Holding Transforms Data into Decisions with its Intelligent Flow Analysis and Orchestration Platform

In today’s environment, where customer expectations evolve at great speed and operational efficiency makes the difference, MST Holding’s Technology team has taken another step forward in its commitment to innovation and excellence in customer experience. It has done so by ...
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Revolutionizing Contract Verification in the Energy Sector with eAlicia AI Control, Efficiency, and Automated Regulatory Compliance

In a highly regulated and constantly evolving market like the energy sector, contract verification is not just an administrative step—it’s the foundation of a secure, transparent, and competitive customer experience. Today, thanks to generative artificial intelligence integrated into the eAlicia ...
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RECOMMENDATION ASSISTANT: The Generative AI Powering Banking Sales and Customer Satisfaction

In the highly competitive banking sector, the ability to offer the right financial product at the right time can be the key difference between a satisfied customer and one who looks elsewhere. With that goal in mind, MST Holding presents ...
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eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model

eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model With this reading our aim is to share our experience and the advantages of refocusing manual quality audits towards automated audits with eAlicia Speech ...
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Speech Analytics con IA
AICustomer experience

Speech Analytics with AI: A Revolution in Quality Audits

In today’s digital age, Artificial Intelligence (AI) is transforming numerous sectors, such as the contact center, and one of the most impacted areas is the quality of conversation analysis, or “Speech Analytics“. This technology is being used to improve quality ...
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