The opportunities that emerging technologies provide for customer service

“Artificial Intelligence (AI) is revolutionizing all sectors of activity, from legal to customer service, and offers tools that allow us to anticipate, predict and recommend decisions,†recalls Adolfo Mesquita Nunes, Partner at Pé rez-Llorca and professor at Nova SBE and Nova School of Law

“The idea is to try to automate and have operational efficiency in customer service, but without neglecting quality,†says Catarina Ceitil, Chief Information Data and Transformation Officer at Galp

“What we are seeing, at the moment, in terms of new technologies are AI-based tools, we are seeing a big market trend, of various companies, trying to find which ones are the first to areas to launch pilots”, reports Manuel Cabral, VP Business Development and Industry Lead Healthcare and Life Sciences

“AI has enormous potential in our industry, as it will allow us to automate lower-value activities, releasing the potential of human talent to maximize the relationship between brands and their customers,†explains Pedro Gomes , CEO of Teleperformance Portugal

“We have already passed that initial phase of the eagerness to experiment, now we are in a phase with possibly some fear, but I believe that everyone is aware that they have to surf where to go†, considers Pedro Lisboa, CTO of Teleperformance

“No doubt business leaders are now trying to get to grips with what this means for their organizations, but they are not yet prepared because no one knows exactly what they are. which will be the potential for the various industries”, says Pedro Oliveira, Dean of Nova School Business and Economics

“Increasingly we tend to give autonomy to the client and people themselves want that,†explains Sofia Couto da Rocha, Head of Innovation & Head Virtual Client at LusÃadas Saúde

This project is supported by sponsors, with all content created, edited and produced by Expresso (see Code of Conduct), without external interference.


Francesco Giganti

Journalist, social media, blogger and pop culture obsessive in newshubpro

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