During a recent panel we had the opportunity to join, we discussed how monitoring service quality has become a strategic priority for many companies. This practice goes beyond listening only to customers—it’s also about understanding agents’ needs and creating a continuous cycle of improvement. At 2clix, we believe Generative Artificial Intelligence (GenAI) is transforming this landscape by bringing scale, efficiency, and high-level personalization to operations.

At the event, we showed how our technology solutions—including quality management and auditing tools—use GenAI to evaluate processes, propose improvements, and tailor to specific demands. This progress has helped companies gain valuable insights and quickly adapt to market needs, driving positive impact for both customer experience and operational results.

Human at the Center: The Essential Balance

One of the central topics of the panel was the importance of keeping people at the heart of operations. Although GenAI delivers significant advances, we reinforced that technology must be an ally—not a replacement for the human ability to create real connections and make strategic decisions. This balance between automation and human empathy is essential to deliver an exceptional customer experience.

During the discussion, we highlighted that 2clix solutions are designed to amplify human capabilities—both in the work of analysts who assess service quality and in supporting front-line agents. Technology boosts efficiency, but the human touch remains irreplaceable.

“Technology certainly adds value and helps scale. However, it must be used in synergy with people—with human intellectual capacity. That balance is essential.”

Thiago Bassan, Head of Business at 2clix

Success Stories: Petlove and Seara

We shared practical examples of the impact of our GenAI. Petlove, a 2clix partner for two years, uses our solutions to monitor customer-service quality and to train its agents.

“Thanks to the benefits of GenAI, we are introducing 2clix’s monitoring service that uses this technology. We already deploy GenAI in customer-service bots and also for agent training—with great results.”

Pamela Beraldi, Head of CX at Petlove

Seara is also seeing significant benefits with our technology, using GenAI to automate repetitive processes, capture leads, and perform predictive analyses.

“In partnership with 2clix, our intention for 2025 is to incorporate GenAI into quality monitoring as well.”

Caique Moraes, Consumer Experience Lead at Seara

Strategic and Careful Implementation

Another highlight of the panel was the importance of a strategic roll-out of GenAI. We emphasized that the technology should be introduced in a controlled manner, with rigorous testing to ensure safety and efficiency. Pamela Beraldi from Petlove shared her experience:

“We started using GenAI in controlled environments, ensuring adjustments were made before scaling. This approach was essential to the success of the implementation.”

Pamela Beraldi, Head of CX at Petlove

As we presented at the event, our commitment at 2clix is to ensure GenAI is a tool that amplifies results without compromising the quality of the customer experience. We stand side by side with our partners, turning challenges into opportunities and driving the future of customer service.

If you want to learn more about AI technology to monitor service quality and other stages of the customer journey, check out 2clix’s AI solutions.