OpenCX:

What’s the motivation for a service company like yours to bring artificial intelligence into your client care process?

Catalina:

It’s obviously a super interesting challenge, something genuinely important, and it’s part of the present, not the future. It lets us reach more of the right audience, better understand our clients, and take repetitive tasks off our team so we can hand that work to automation instead.

OpenCX:

How do you make sure AI still supports that human side of the service, given how sensitive the moment is for your clients?

Catalina:

There will always be a human touch required in this kind of service. But I feel that the AI we have today helps us deliver that warmth, that care, and guide the client through the right process with the right communication from the team.

OpenCX:

Why did you choose OpenCX over the other options out there?

Catalina:

What I liked most is that I get to keep my own framework and data ownership. If today I’m very happy with the service, but tomorrow anything changes, I keep ownership not just of the data, but of the model built from that data.