Improving customer service with artificial intelligence: This is how companies have managed to reduce service time with virtual assistants.

For years, millions of people have had to deal with endless calls, virtual assistants unable to understand what is being said, and processes that, instead of solving problems, only increase frustration.

However, today, things are changing significantly in how companies interact with their customers . This transformation can be measured in fewer minutes on the phone, fewer repetitions, less frustration, and, above all, greater clarity, efficiency, and humanity in every interaction.

In recent years, several companies have made significant progress in improving customer service through the implementation of advanced technologies such as artificial intelligence and virtual assistants.

A clear example is a major food company that reduced service time by 83% by integrating voice analytics and intelligent automation solutions. This change not only improved service speed but also raised customer satisfaction, reaching an impressive 9.5 out of 10.

In the energy sector, a similar company experienced a 20% improvement in service perception after modernizing its digital customer service system.

These examples reflect a growing trend: the use of technology not to replace people, but to enhance the way people interact with each other.

In Colombia, one of the pioneering companies in this transformation is Intelcia , which has managed to manage more than 614,000 interactions using virtual assistants capable of better understanding user needs. It has also incorporated 27 robots that automate internal tasks without sacrificing human interaction.

This implementation of technology has proven effective: thanks to voice analysis in real campaigns, service quality has improved by 8% , while the use of intelligent avatars has reduced the time required to train new advisors by 30% .

“We believe that technology should serve people, not replace them. Our goal is to make every customer interaction more intuitive, efficient, and meaningful, while maintaining the humanity that separates great experiences from merely functional ones,” said María del Pilar Barrios, Chief Growth Officer for Latin America.

In this way, the customer experience moves away from a simple technical operation to become a true space of connection , where every minute counts, every word matters, and every solution has a face, even when it's digital.

What initially seemed like a promise has now become a tangible reality, with measurable results and, most importantly, users who feel they have finally been heard.

*This content was written with the assistance of artificial intelligence, based on publicly available information released to media outlets. It was also reviewed by the journalist and an editor.