We recently hosted a special session of the Contact Center Club dedicated to one of the hottest topics — AI and automation.

✅ Highlights

Members shared use cases already implemented in their organizations:

• Text-to-speech announcements powered by AI in Baltic languages
• Chatbots integrated into websites and customer apps
• AI Copilot solutions supporting agents in real-time

There’s also a growing interest in Conversational AI to handle FAQ and “first-touch” interactions - enabling agents to focus on more complex, high-value conversations.
 

While AI is a powerful tool for structuring information and surfacing data, the human connection remains irreplaceable - especially when empathy, critical thinking, and nuanced problem-solving are required.

Members of the Contact Center Club represent airBaltic, Citadele banka, ENEFIT, ERGO Latvia, Economy Bookings (Booking group), GASO, Latvijas Pasts, Latvijas mobilais telefons - companies that deliver excellent customer service every day. The club's organizers, Adventus Solutions, are experts in contact centers with over 25 years of experience in this field.

Contact Center Club brings together managers of Latvia's leading Contact Centers with the aim of creating a professional community for sharing experiences, improving customer service standards, and mastering the latest CC technologies.

If you want to learn more or become a member of the CC-Club, contact us.