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On October 16, 2025, the Continental Citygolf Club once again became the meeting point for leaders of innovation, technology, and business operations as UCC hosted the second edition of its Executive Espresso business breakfast. Following the success of the first event, this session was also fully booked, bringing together top decision-makers to explore one of today’s most pressing questions:
How can artificial intelligence truly transform customer service, beyond promises, into real, scalable solutions?
Opening Remarks: The Human Side of Innovation
The event was opened by Richárd Kozma, Managing Director of United Call Centers, who welcomed participants and highlighted the company’s mission to bridge human expertise with technological advancement. In his introduction, he emphasized that UCC’s strength lies not only in its 26 years of BPO experience, but also in its commitment to developing AI solutions that deliver measurable, real-world impact for global partners.
He also underlined UCC’s broad front- and back-office service portfolio, its presence across 15+ industries with more than 80 international clients, and its ability to operate in over 30 languages worldwide.
From Vision to Action: Real AI in Customer Service
Following the opening, Balázs Kopcsó, Head of Technology at UCC, presented “AI in Action”, a demonstration of Aiden Agent, UCC’s proprietary AI-driven customer care platform. Through a real-time conversation, Aiden showcased its natural language processing, tone detection, and emotion recognition capabilities, powered by a validated knowledge base and seamless system integration.
With interpretation speed at 12 milliseconds and response generation within 0.4 seconds, Aiden illustrated how artificial intelligence can operate with human-like responsiveness while maintaining the accuracy and compliance demanded by enterprise environments.
The humanoid robot assistant supported Balázs Kopcsó’s presentation, adding a futuristic and interactive layer to the experience, a vivid demonstration of how humans and machines can work together to redefine customer engagement.
Automation in Practice
Next, Ábel Horváth, Consumer Activation Manager at British American Tobacco (BAT), shared a compelling case study on process innovation and software automation in practice. His presentation revealed how field operations and consumer engagement processes can be reimagined through Interevo, a real-time digital activation platform integrating CRM systems, reporting tools, and automation capabilities. Ábel demonstrated how process innovation, even in tightly regulated industries, can streamline B2B and B2C operations, improve transparency, and elevate the overall consumer experience, all while ensuring full compliance with legal and ethical frameworks.
Roundtable Discussion: Customer Support Trends 2025
The event concluded with a dynamic roundtable discussion moderated by Annamária Ughy, Country Manager at TD SYNNEX, featuring Zsolt Máté Juhász, CEO of United Call Centers, Ádám Mosonyi, Partner and Head of Audit and Risk Advisory Services at RSM Hungary, and Zoltán Párkányi and Viktor Túros from Magyar Telekom, exploring emerging trends shaping the future of customer support.
Under Ughy’s moderation, Zsolt Máté Juhász, CEO of UCC, joined the discussion alongside leading experts to provide a forward-looking overview of the most significant customer service trends shaping the industry.
Topics included the future of customer interaction channels, the balance between automation and human expertise, and the impact of the upcoming EU AI Act on day-to-day operations. The panel also explored key data protection and ethical challenges arising from the rapid integration of AI into customer-facing processes, emphasizing that the most successful organizations are those able to harmonize human empathy with technological precision.
This perfectly echoed UCC’s guiding principle: “Human. Technology. Better Together.”
Where People and Technology Work Better Together
As automation and AI continue to evolve, the company’s philosophy remains clear, technology should enhance human expertise, not replace it. By combining intelligent systems with human creativity and empathy, organizations can achieve smarter, faster, and more meaningful customer interactions.
With more than 80 clients across 15 industries and operations in over 30 languages, United Call Centers continues to prove that the future of customer experience lies in hybrid collaboration, where people and technology work seamlessly side by side.
About United Call Centers:
United Call Centers is a global BPO and technology provider specializing in multilingual customer experience management and AI-driven automation. Through its Aiden ecosystem, including Aiden Agent, Aiden CX, Aiden Analytics, and Aiden Apps, UCC delivers end-to-end digital transformation for leading brands across e-mobility, consumer goods, security, and telecommunications sectors.
If you would like to learn more about our services or explore personalized AI and customer experience solutions for your business, get in touch with our team, we’ll be happy to show how UCC can support your goals.
