The impact of AI on customer service in companies

Jorge Llorente

Sales Manager Iberia

When I was younger, I played table tennis, although we always called it pingpong.
I played at a reasonably competitive level, and I must say, it’s quite a complex sport. It demands intense training and the automation of movements so that a learned act becomes a reflex. It’s an almost anaerobic sport between points, requiring excellent physical condition and extreme agility. You barely have time to think — you need to be very fast to strategize in the middle of a point.

According to a NASA study, this sport requires exceptional hand-eye coordination, ultra-fast reflexes, and the ability to make split-second decisions that surpass many other traditional sports. The speed of the ball, which can exceed 100 km/h over very short distances, demands near-superhuman precision and anticipation.

The best player I’ve ever seen was Jan-Ove Waldner, nicknamed “the Mozart of ping-pong.” Waldner was the best in the world, defeating the top Chinese players and becoming one of the few non-Asian athletes to win world championships and Olympic medals.

China: The Supremacy in Table Tennis

China is, without a doubt, the greatest world power in table tennis. It’s estimated that around 300 million people play the sport in the country, with about 10 million competing at a professional level. Moreover, there are over 26,000 registered clubs. That’s one ping-pong table for every seven people.

Since table tennis became an Olympic sport in 1988, China has won 28 out of 32 possible gold medals. This dominance is due to an intensive training system, massive infrastructure, and significant government support.

That makes Waldner’s achievement of being the best in the world for many years even more remarkable.

Training and Efficiency: AI in Customer Service

Much like how Waldner perfected his game through meticulous training, generative artificial intelligence applied to contact centers and customer service is also trained with large volumes of data: millions of previous conversations, patterns of frequently asked questions, and diverse contexts.

With the help of deep learning, this technology learns to anticipate user intent, detect emotional tone, and generate accurate and personalized responses in real time.

Just as a table tennis player improves with each training session and match, this AI evolves with every interaction in the contact center, adjusting its models to better understand the nuances of human language and respond to new questions or situations.

Furthermore, AI doesn’t just respond — it creates unique solutions, combining information and context with creativity and precision. Just like a player who doesn’t just repeat moves but invents new shots to surprise the opponent.

Economic Benefits and Increased Productivity

Adopting artificial intelligence in contact centers leads to tangible economic benefits. According to Gartner, companies that implement AI can reduce customer service operational costs by up to 30%, thanks to the automation of repetitive tasks and efficiency gains.

In terms of productivity, a study by Stanford University in partnership with MIT analyzed over 5,000 contact center agents and concluded that using generative AI assistants increased productivity by 14%, allowing more interactions to be handled in less time and problems to be resolved more quickly.

Conclusion

With generative AI, excellence becomes possible. In customer service, this means automated support that is not only fast and efficient but also authentic, human, and truly intelligent — while generating significant economic benefits and a remarkable boost in productivity.

In this context, Grupo Nuveto has extensive experience and deep knowledge in AI technologies applied to contact centers, making it the ideal partner for companies seeking to implement advanced generative AI solutions.

At Nuveto, we don’t just facilitate the integration of these tools — we support clients in continuous optimization, ensuring that the use of AI maximizes cost reduction, increases productivity, and most importantly, significantly improves the end-user experience.

FAQ

• What is the main benefit of AI in customer service?
It reduces operational costs and boosts efficiency with faster, personalized responses.

• Does AI replace human agents?
No. It complements human work by providing smart support and freeing up time for more complex cases.

• How does Nuveto support companies in adopting AI?
Through hands-on experience, solution integration, and ongoing support for continuous improvement.

About us

We organize communication between companies and customers, connecting channels, data, and technology.

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