Covisian promotes its Smile.CX platform with the aim of expanding AI

César López, CEO of Covisian Spain, told Diario del Puerto that this technology is redefining how companies interact with their customers.

“The purpose of Covisian is to build a simpler world,” says López. That simplicity is the root of a project that is not born from the AI ​​fad, but from a real need. Since 2007, the company had been developing internal technologies to improve contact center operations. SMILE.CX is the natural evolution of that accumulated experience: a platform that, according to the CEO of Covisian Spain, automates and improves people's lives by providing efficiency, personalization and warmth.

"For years we used technology internally that helped us understand how each interaction impacts the customer experience. That knowledge led us to develop SMILE.CX, with the idea of ​​putting it at the service of other companies and collectively contributing to a simpler and kinder world."

In this sense, the launch of the platform in 2023 coincided with the rise of generative AI, but Covisian decided to go further: it was not just about replacing human tasks, but complementing them. SMILE.CX integrates AI directly into conversations, but under the constant supervision of experts. “Our solution guarantees human and personalized attention, without sacrificing scalability or efficiency,” César López detailed to this medium.

SMILE.CX is based on a “hybrid interaction” model, which means that customers can choose whether to interact with a human agent or a virtual one, but always within a supervised and coordinated system that guarantees a seamless experience. The platform allows operators to handle multiple simultaneous conversations with the support of AI, without losing control. "What differentiates us is that we unite technology and people to generate smiles. Hence the name of the platform. We want both the end client, agents and brands to be satisfied with each contact."