Bernat Coma-Puig is the technical lead of GLS’s CX AI Hub, where he drives the adoption of advanced artificial intelligence to transform the company’s customer experience at scale. He holds a PhD from the Universitat Politècnica de Catalunya (UPC) and has built his career at the intersection of research and industry, translating scientific knowledge into operational, scalable and responsible solutions. His expertise lies in the transparent and explainable application of data science, with a particular focus on model interpretability and effective deployment in production environments. Throughout his career, he has led the development of machine-learning solutions for complex industrial challenges, ranging from autonomous fraud-detection platforms for major utility companies to the conversation.