This year inConcert specializes its portfolio with solutions for each industry. Intelligent chatbots trained for eCommerce, finance and education are some of the innovations that the new area led by Mauricio Lázaro is working on.
Uruguayan based in Spain, our new AI Applications Manager is a Systems Engineer and holds an MBA from IEEM. He brings to inConcert an extensive background in the infrastructure industry: he was Operations Manager at the Uruguayan company ITS (Infrastructure Technology Services) and later founder and CEO of Miodesk in Spain, a company dedicated to infrastructure management, security and maintenance of servers and public cloud.
In this new stage at inConcert, Mauricio brings back into action his enormous technical knowledge and his skills to lead teams and foster a good working environment. Outside the office, the activities he enjoys most are playing soccer and cycling in the mountains of Catalonia. In this interview he tells us more about his goals in his new role and previews some important inConcert news for this year.
What is the role of AI Applications Manager?
This is a new area dedicated to specialize the current product portfolio of the inConcert suite in different verticals, with a special focus on the development of solutions for each automation and artificial intelligence .
The objective is to provide technological solutions to each type of industry with the specialization they require. And this not only at the R&D development level, but also in the strategic and commercial approach, with specialized salespeople and consultants.
Could you tell us more about the bot verticalization projects that are in the works? What are the main verticals in your sights?
Conversational commerce is the big star of this verticalization process, as it represents the official arrival of inConcert's technology and our virtual assistants to the ecommerce and retail ecosystem.
Work is also being done in finance and collections, designing special chat or voice bots for the collection of early arrears. Another important vertical is the education sector, where bots are being integrated into university management systems, automatically resolving queries about courses and even managing payments or new enrollments.
What are the keys to all verticalization processes?
In all cases, verticalization involves two lines. The first is to train the bot in the language of the vertical, and even by region. And the second is to integrate with the vertical's own systems. For example, typically in a retailer it is necessary to integrate with inventory systems and configure all products. inConcert offers native integrations with the most popular systems in the market, but also develops manual integrations if the customer uses a proprietary system.
The development of bots also involves planning for omnichannel integration with agent support. If human intervention is required to handle complex interactions, the transfer is transparent: the agent has access to all the user's information and does not have to repeat questions.
Are there other types of verticalizations beyond industry specialization?
We are currently working on the verticalization by company size, and we can announce that the inConcert platform specifically for the SMB and middle size segment is coming. It is an interaction manager with a simple chatbot, which works as a massive self-provisioned SaaS.
The customer only has to insert his card and he can start working with the software. It will be a product with an excellent look and feel, but simplifying the user experience. It is ideal, for example, for a dealership with less than ten agents, which does not need all the features of the contact center software. This new solution allows you to hire a subscription per agent, and attend, for example, WhatsApp and social networks on the same platform, with a chatbot in front to answer frequently asked questions.
Prior to joining inConcert, you had an important career leading infrastructure operations. How do you apply this experience to your new role?
I really enjoy "team building" and fostering a good atmosphere. In fact, to this day we have groups with my former ITS colleagues, where we talk all the time. It is not easy to generate those good relationships, but from my position, I always encourage it. I care that my team likes the tasks, that there is intrinsic motivation. I make it a point to get to know everyone I work with, to assign them tasks that are compatible with their likes and dislikes.