ARGIA

Description

ARGIA is a collaborative project aimed at transforming customer service through the development of advanced artificial intelligence components capable of operating in Spanish and Basque. The consortium, composed of technology companies, research centers, and public entities, addresses current challenges in the sector such as security, operational efficiency, agent experience, and service quality.

Objective

To research and develop on-premise AI solutions to improve customer service in bilingual environments, addressing issues such as voice fraud, agent burnout, the demand for self-service, and the automation of quality audits—all tailored to the real needs of the Basque market.

Actions

• Design of architecture and functional specifications for AI components
• Development of voice-based biometric identification systems
• Implementation of voice fraud detection using deep learning
• Creation of automatic categorization and query summarization systems
• Development of intelligent agents for information retrieval
• Design of task-oriented chatbots and multimodal voicebots
• Real-time emotion recognition during calls
• Automated quality audits across multiple channels