ARGIA project is born to revolutionize Customer Service through Artificial Intelligence

The companies that make up the ARGIA consortium, which span the entire value chain of the sector, have launched this new initiative to transform Customer Service. Leveraging the latest advances in Artificial Intelligence, the project aims 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 is currently facing critical challenges, notably the rise in fraud using deepfakes of voice, which is already responsible for 40% of identity fraud attempts in biometric systems. Furthermore, long working hours and dealing with frustrated customers are generating high rates of burnout and staff turnover. Added to this is the growing demand for self-service options from younger generations, the need for automated quality audits, and the urgent need for secure, bilingual on-premise systems to overcome language barriers in languages ​​such as Basque.

Vicomtech's Role: Leadership in Artificial Intelligence and Language Technologies

Within this innovation ecosystem, Vicomtech plays a leading role by researching and developing advanced AI components that will modernize these services. Our work will focus on designing bilingual solutions in Spanish and Basque, optimized for on-premises deployment to ensure data privacy. We will develop end-to-end voice biometrics and fraud detection systems, as well as real-time emotion recognition models. Furthermore, we will integrate large, multimodal language models (LLMs) to automate agent tasks and enhance autonomous chatbots and voicebots.

Through this extensive collaboration, the components developed in ARGIA will be designed for seamless integration into the products and services of the consortium's companies. Finally, their effectiveness will be validated in real-world environments through four use cases, guaranteeing much safer, more efficient, and user-centric interactions.

The companies that make up the consortium are Gureak, Aurrelan, Versia, Ayesa, Teknei, Merkatu, Segula, Eutik, Natural, and Irontec.

With ARGIA, Vicomtech reinforces its commitment to developing Artificial Intelligence technologies applied to improving the customer experience, driving more secure, efficient solutions adapted to the linguistic and operational needs of today's business environment.