Telefonica has continued its recent focus on improving their services by using applied AI. The company has embedded the technology in its fixed and mobile networks to provide a host of voice options for businesses.
The operator pitched the move as providing smart communications for voice services, with the AI enabling features including transcription and summarisation of conversations.
There is also a virtual assistant capability which director of product, presales and provisioning Javier Pascual said is accessible “using natural language”.
Telefonica is pitching the set-up at medium and large businesses, and public organisations which use cloud-based voice services.
It highlighted the launch of a namesake AI agent for Centrex IP cloud set-ups which can understand everyday speech, and so lends itself to broader contextual interpretation and automation capabilities to speed responses to customers.
Telefonica flagged a 60% boost in efficiency using AI agents, in-turn improving the volume of calls handled by 10% over standard systems.
It offered a real-world example of the applied AI system by highlighting a healthcare service where a WhatsApp messenger agent can book and confirm appointments.
Compatibility with more than 100 languages means a broader ability to resolve customer service queries either directly or by redirecting calls.
Source: Mobile World Live
Image Credit: Telefonica
Source: Tahawul Tech