Ayesa Digital is enhancing its customer service using AI
Take part in the ARGIA project, which aims to overcome the sector’s current limitations by integrating advanced bilingual, on-premise artificial intelligence components
Ayesa Digital is working on the ARGIA project to transform customer service through Artificial Intelligence (AI). It is doing so in collaboration with companies such as Gureak, Aurrelan, Versia, Teknei, Merkatu, Segula, Eutik, Irontec and Natural, which cover the entire value chain of the sector.
Supported by the Basque Government under the Hazitek R&D grant programme, ARGIA leverages the latest advances in AI to improve a function that is strategic for retaining customers, differentiating brands and enhancing their reputation across multiple industries.
The challenge: security, agent burnout and new expectations
Customer service departments currently face critical challenges, notably the rise in fraud using voice deepfakes, which is already responsible for 40% of fraudulent identity attempts in biometric systems. Furthermore, factors such as the pace of work or dealing with frustrated customers can increase burnout and staff turnover rates.
Added to this is the growing demand for self-service options from younger generations, the need for automated quality audits, and the urgent requirement for secure on-premise systems that operate in two languages to overcome language barriers in languages such as Basque.
The heart of ARGIA
Within this innovation ecosystem, the ARGIA project researches and develops advanced AI components that enable the comprehensive modernisation of these services. The collaborative work focuses on:
Secure, bilingual solutions: Designing tools in Spanish and Basque optimised for on-premise infrastructure, ensuring maximum data privacy.
Biometrics and fraud detection: Development of end-to-end systems to combat identity fraud and real-time emotion recognition models.
Intelligent automation: Integration of large multimodal language models (LLMs) to enhance autonomous chatbots and voicebots that streamline agents’ work.
The role of Ayesa Digital
In this context, Ayesa Digital plays a role within ARGIA focused on transforming customer service through AI solutions applied to contact centres and customer service centres (CSCs). To this end, it contributes its expertise in developing advanced virtual agents and multimodal text/voice models, as well as intelligent routing to automate decision-making, for example when redirecting customer calls.
The company also provides its expertise in the automatic processing of massive amounts of unstructured data, tone and emotion analysis, automatic quality audits, and real-time analytics on satisfaction and the effectiveness of resolutions. All of this is integrated into the Hyperautomation suite developed by Ayesa Digital, which will provide a 360-degree view of the customer service process.
Through this, the company aims to automate the most basic Level 1 enquiries, enhance agent support via intelligent access (Augmented Agent) to dispersed knowledge, and improve service quality through continuous evaluation mechanisms.
These capabilities will enable the provision of more agile, efficient, personalised and scalable customer service, increasing operational productivity and improving the experience for both end-users and customer service teams.
