Ayesa Digital advances customer service through AI

Participating in the ARGIA project, which aims to overcome the sector’s current limitations by integrating advanced bilingual and on-premise Artificial Intelligence components.

Ayesa Digital is participating in the ARGIA project to transform Customer Service operations through Artificial Intelligence (AI). The initiative is being carried out in collaboration with companies including Gureak, Aurrelan, Versia, Teknei, Merkatu, Segula, Eutik, Irontec, and Natural, collectively covering the entire value chain of the sector.

Supported by the Basque Government under the Hazitek R&D funding programme, ARGIA leverages the latest advances in AI to enhance a business function that is strategically critical for customer retention, brand differentiation, and reputation management across multiple industries.

The challenge: security, agent burnout, and evolving expectations

Customer Service operations are currently facing major challenges, particularly the rise in fraud involving voice deepfakes, which already account for 40% of fraudulent identity attempts in biometric systems. In addition, factors such as demanding workloads and interactions with frustrated customers can significantly increase employee burnout and staff turnover rates.

At the same time, newer generations are driving greater demand for self-service options, while organisations also face the need for automated quality audits and secure on-premise systems capable of operating bilingually to overcome language barriers in languages such as Basque.

The core of ARGIA

Within this innovation ecosystem, the ARGIA project is researching and developing advanced AI components designed to comprehensively modernise Customer Service operations. The consortium’s joint efforts focus on:

• Secure bilingual solutions: Designing tools in Spanish and Basque optimised for proprietary on-premise infrastructures, ensuring maximum data privacy.
• Biometrics and fraud detection: Developing end-to-end systems to combat identity fraud, alongside real-time emotion recognition models.
• Intelligent automation: Integrating multimodal Large Language Models (LLMs) to power autonomous chatbots and voicebots that streamline agent workflows.

Ayesa Digital’s role

Within this framework, Ayesa Digital plays a key role in ARGIA by transforming user support services through AI-driven solutions for contact centres and User Support Centres (CAU). The company contributes its expertise in developing advanced virtual agents, multimodal text-and-voice models, and intelligent routing systems to automate decision-making processes, such as redirecting customer calls.

Ayesa Digital also provides expertise in the automated exploitation of massive volumes of unstructured information, tone and emotion analysis, automated quality audits, and real-time analytics for customer satisfaction and resolution effectiveness. All these capabilities are integrated into Ayesa Digital’s Hyperautomation suite, enabling a 360-degree view of the customer and user support process.

Through these developments, the company aims to automate the most basic Level 1 queries, strengthen agent support through intelligent access to dispersed knowledge (Augmented Agent), and improve service quality through continuous evaluation mechanisms.

These capabilities will enable organisations to deliver faster, more efficient, personalised, and scalable customer service operations, increasing operational productivity while enhancing the experience of both end users and support teams.