Andres Zuluaga

I’ve spent 25 years leading Millenium BPO with one clear idea in mind: using technology to make customer service more efficient, more available, and higher in quality. Since 2003, we’ve been developing our own software and telephony solutions, at a time when voice over IP was still unknown in Colombia. That early step gave us a technical and cost advantage that shaped our path: understanding voice as a digital, controllable system. Around 8 years ago, we began working with unstructured data—a natural step toward artificial intelligence. But everything changed with generative AI: that’s when we realized the Contact Center wouldn’t just evolve, it would be completely transformed. And we chose to build, not wait. Today, I lead the development of MÍA, our generative AI platform applied to voice and omnichannel service, trained with the specific information of each campaign. Its purpose is clear: respond instantly, with context, with multiple intents in a single interaction, and with the capacity to scale in seconds when demand spikes. In voice—the most complex channel due to its symmetric nature—we’re already seeing concrete results. In operations like Colpensiones, AI allows us to answer 100% of calls instantly, removing queues, repetition, and downtime that have historically affected the user experience. AI doesn’t replace people; it removes repetitive tasks and allows our teams to take on more analytical and strategic roles. The real challenge is guiding that transition, because deep operational knowledge is essential to train and improve the models. That combination—human expertise + generative AI—is what truly changes the service. I believe in moving forward every day: sometimes by centimeters, sometimes with big leaps. I believe in technology that solves real problems, and I believe in a truly omnichannel service, where an interaction can begin in voice and continue in any channel without losing continuity or context. My focus is this: integrating vision, engineering, and operations to build a faster, more precise, and more human service model. If your organization is ready to take that step, I’m here to talk.