The 2026 CX Interaction Awards brought together various companies, leaders, and industry experts to discuss the current state of customer experience and the impact of artificial intelligence on operations. During the event, success stories, trends, and strategies focused on automation, analytics, and innovation applied to customer service were shared.
In this space, we received the Bronze award in the “Best Technological Contribution” category, thanks to the development of the success story with Line 195 and Alex, the super brain with generative artificial intelligence serving the public. This recognition represents the work we have been doing to integrate technology, automation, and applied intelligence into solutions capable of improving the user experience.
Technology Applied to More Efficient Service
The award recognized a solution developed to offer more contextual, agile, and efficient service to citizens. The project integrates generative artificial intelligence, automation, and omnichannel capabilities that allow for the recording and management of interactions across different channels and platforms.
In addition to optimizing processes, the solution was designed to learn from conversations and better understand user needs. This allows for more tailored responses, anticipating frequent requests, and improving the customer service experience. It also incorporates speech analytics tools trained with generative AI to analyze 100% of interactions and continuously measure the quality of responses.
Results that support the implementation
One of the most important aspects of the project has been the results achieved within the operation. Alex achieved containment rates exceeding 90%, automation of over 60% of the resources associated with the operation, and a 40% reduction in the cost per transaction.
Additionally, the solution reduced lost interactions, shortened wait times, and improved user satisfaction. These results were made possible by a model that combines automation, continuous monitoring, and Human-in-the-Loop processes, where specialized teams evaluate opportunities for improvement, provide training, and enhance empathy in conversations.
A space to discuss the future of the industry
The CX Interaction Awards 2026 also provided a forum to discuss how technology continues to transform the BPO and CX industry. During the event, participants explored the role that automation, artificial intelligence, and analytics play in building more efficient experiences that are aligned with people’s needs.
In addition to the recognition, the event provided an opportunity to share diverse perspectives on innovation, technological evolution, and digital transformation within operations. We also commend the Colombian BPO Association for fostering spaces that showcase initiatives currently making an impact within the industry.
We continue working on solutions that empower people.
Our participation in the 2026 CX Interaction Awards represented an opportunity to further strengthen the work we have been developing around artificial intelligence applied to the citizen experience. The recognition received, along with Line 195, reflects the approach we have built around innovation, automation, and the continuous improvement of interactions.
We continue working on solutions that not only optimize processes but also seek to build more agile, contextualized, and personalized experiences for people in every interaction.
