Movistar Plus+, the content factory of Telefónica, which evolved into an independent subscription service in summer 2023, has transformed customer service using AI agents. According to Roberto Rodríguez Fernández, the company’s customer support director, this change utilizes customer data effectively, enhancing the overall value offered.
The AI agents, which started operating in March 2024, significantly streamline the process by handling queries and incidents using a vast knowledge base. With automatic responses provided in milliseconds, queries that exceed complexity are redirected to human agents, improving efficiency. Rodríguez noted that a substantial 70% of customer service professionals now utilize the AI platform, showcasing its robustness and ease of integration with existing systems.
👉 Pročitaj original: CIO Magazine
