Patricia Monterrey, CTO of Contactel Teleservices: “The IACONTACTELAGENT project allows us to merge generative AI with human experience thanks to the impetus of CDTI Innovation and FEDER funds”

From its bases in the Canary Islands, with centres in Tenerife and Gran Canaria, Contactel Teleservcios develops technological solutions for companies and public administrations adapted to the needs of each client. “We firmly believe that innovation is the engine of progress and that people are at the heart of every interaction. Therefore, we continuously invest in human talent and the most advanced technology, ensuring that each solution we offer is at the forefront of the sector”, explains Patricia Monterrey, CTO of the company.

Since 2020, the company has been integrated into the Inetel Group, a consolidated business holding company with a solid track record in technological services, engineering projects, consultancy and citizen care. This strategic alliance allows them to combine innovation, an advanced technological infrastructure and a highly qualified team to provide a differential value in the sector.

Real experience as a starting point

Unlike abstract technological developments, Contactel’s direct experience in the field of teleservices has been key to designing its new solution. "Our experience in teleservices has been precisely the starting point, not an addition," explains Patricia Monterrey. "We have been attending call centers for years, both privately and publicly, and that has given us something that is not learned from outside: we know what queries are repeated thousands of times, at what times calls are triggered, which questions generate more frustration and where time is lost, both on the user's side and on the agent's side," he adds.

 Call center of Contactel Teleservices where this advanced AI-based telephone assistance platform is used

Based on this first-hand experience in call centers, the technical team proposed the technological development from a practical perspective to solve the real problems of telephone attention that were found in the day to day. “And it is that same experience that gives us the criteria to build it effectively, making the most of what AI offers without giving it more control than necessary,” the directive stresses.

Open source and proprietary technology

According to the company’s technology director, IACONTACTELAGENT operates as an artificial intelligence assistant that optimizes users’ telephone attention: “When a user makes a query, the system understands it, looks for the answer in our established sources of information and offers it instantly; and when the case is complex or humane, it derives it to an agent.” The goal of the tool is not to replace people, but to free them from performing repetitive tasks.

This solution is based on open source technologies combined with our own developments. To do this, it uses advanced language models, semantic databases and specific tools that allow you to manage conversations, locate the most relevant information and guarantee the traceability of the whole process.

The role of the 'SuperAgent' coordinator

In order to avoid errors, the system has been structured to work exactly like a team of professionals in a real office. "It works as a good, well-coordinated care team. Instead of having a single intelligence trying to know everything, which is where these systems usually fail, we have several specialized agents, each expert in their field, and above all a 'SuperAgent' who acts as coordinator," he says.

Within this agent network, the SuperAgent is the first to receive the user's call. Its main function is to interpret the query raised, whether it is the management of a prior appointment or an informative doubt, to assign it immediately to the corresponding specialized agent. Once the request is resolved, the coordinator validates that the response is consistent and complies with regulatory safety limits.

"The advantage of organizing it like this is twofold: each agent, being focused on a single task, responds better and with fewer errors; and the whole is easier to maintain and expand. It’s the difference between a single overflowing employee trying to cover everything and a coordinated team where everyone does what they know best,” adds the CTO.

Real validation: the jump to 012

Currently, after completing the first phases of development and validation, the platform is now facing its most important test: its deployment in the citizen care service 012.

Parallel to this deployment, the Canarian technology company is executing an internal knowledge transfer plan. This process seeks to train the technical department of the company so that it can gradually and autonomously assume the tasks of maintenance, configuration and evolution of the platform in the future.

The Drive for CDTI Innovation and ERDF Funds

The implementation and viability of this technological development has been closely linked to the financial and strategic support of public administration. "Having the support of CDTI Innovation has been an important impulse to accelerate a strategic innovation project that could hardly be developed with the same scope and speed without this type of support," says Patricia Monterrey.

The contribution of CDTI Innovation and FEDER funds makes it easier for the company to advance in the deployment of generative artificial intelligence solutions on real use cases in the citizen care market. This collaboration allows the company to explore new methods of process automation and develop better solutions for customers. “In addition, it reinforces our commitment to R+D+I as a way to remain competitive in a constantly evolving sector,” adds the CTO.

Báner explanatory of the Contactel project financed by the CDTI Innovation and the FEDER funds

Beyond technological development, the project seeks to improve the quality of care for the citizen. By automating the most repetitive consultations, agents can devote more time to those situations where human treatment brings greater value, favoring more agile, accessible and efficient public services.

Smart digital services for the future

In the long term, Contactel Teleservices’ strategy is oriented towards the profound transformation of its traditional business models. The goal is to evolve into an operation where artificial intelligence, advanced automation and data analytics are at the heart of your entire catalog of solutions.

With this horizon, the company aspires to consolidate itself as a reference in the development of intelligent digital services. "We want to coordinate technology and business knowledge to help companies and public administrations provide more efficient, personalized and higher quality services," concludes Patricia Monterrey, assuring that projects such as IACONTACTELAGENT "represent one more step within a strategy of continuous innovation that we understand as a key element to face the challenges of the future."

CDTI Innovation

The Center for Technological Development and Innovation, CDTI E.P.E. It is the innovation agency of the Ministry of Science, Innovation and Universities, whose objective is the promotion of technological innovation in the business environment. The mission of the CDTI is to ensure that the Spanish business fabric generates and transforms scientific and technical knowledge into globally competitive, sustainable and inclusive growth. In 2025, within the framework of the Strategic Plan 2024-2027, the CDTI provided 2,423 million euros of support to Spanish companies and startups.

 
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