Imagine an intermediary between a bank and its client; a professional, reliable intermediary with proven experience and an innovative vocation; offering the bank an end-to-end service, saving it from dealing with dozens of suppliers and avoiding headaches. For the client, it also makes life easier and substantially improves their user experience.

They're in shops, stores, businesses and even your own home; they are part of the everyday landscape in 9 countries around the world, and are clearly identifiable by their shape and prominent yellow colour. These are the alarm signs of the company that has security in its name and as a hallmark of its identity.  

But they symbolise much more than security. They symbolise the commitment of this company, Prosegur Alarms, to a principle which, according to its CEO, Javier Cabrerizo, justifies the daily work of all those who work in this business division, which has made Prosegur a global benchmark: ‘That people can live their lives smoothly, with peace of mind and confidence’. The response of these people is the best proof of the solidity of this principle: nearly one million alarms connected in these 9 countries (including the connections in Spain through a partnership with Telefónica to create Movistar Prosegur Alarms) and more than 23,000 geolocated vehicles and devices. 

In traditional call centre operations, analytical capacity was very limited, but the emergence of artificial intelligence (AI) has meant a qualitative leap. 'Across our business division, we receive around half a million calls a month. When there was no AI, in order to test the quality of these calls, we had to sample about 30,000 calls. Today we can record absolutely all of them, convert the recording into text and study its content, which allows us to fine-tune the analysis and, consequently, guarantee the quality of the service provided', says the CEO of Prosegur Alarms. 

But it will also allow learning from what has been done well, ‘so that the best solution that was given to a customer to solve their problem quickly and effectively is the one that will be applied when the same problem arises on another call’, says Cabrerizo. The detailed analysis of these almost half a million calls per month will therefore allow us to detect behavioural patterns through AI, to anticipate some of the customer's problems and solve them in advance. 

A significant percentage of the calls received daily in the call centre are to answer easily resolved queries, from changing the alarm keyword to checking how the camera appears in the user's app. AI applied to the call centre is already able to discern the content of these calls and divert the most routine calls to a voice bot, which attends to the user and resolves their query quickly and efficiently. This also frees up operators' capacity to handle more relevant calls, those that require interpersonal contact.

Also in the call centre field, generative AI is already being used as a kind of virtual agent or coordinator, to whom new operators can turn to solve their doubts and answer any question posed by the customer, using the call history, parts and documentation available.

Expanding and improving the distribution capacity of Prosegur Alarms in markets likely to experience high growth is key to its business strategy and, to this end, in addition to strengthening its own presence, the company has opted for a policy of partnerships. In Spain, in addition to the fruitful relationship with Telefónica, there are also agreements with Banco Santander, Occident and Línea Directa; in Colombia, with Bancolombia, the country's largest bank; with Correos in Portugal, with Promart in Peru and with Mapfre in Chile, Uruguay and Paraguay.