Telefónica has integrated AI into its business voice services, allowing companies to transcribe and summarise calls, automate customer interactions and use AI-powered virtual agents through their existing telephone networks.
According to the telecoms giant, the move is available across both fixed-line and mobile services, reducing call response times by an average of 60% and help organisations handle a greater number of calls.
Additionally, the service can automatically transcribe conversations and generate summaries.
Telefónica is also introducing Centrex AI, a virtual-agent service powered by advanced language models.
As a result, the AI assistants are designed to understand natural language and the context of conversations, allowing them to handle routine enquiries and provide faster, more consistent responses.
According to the company, the tool could improve the efficiency of customer-service agents by 60%, while increasing the volume of interactions businesses can manage by more than 10%
The move forms part of Telefónica’s wider push to integrate AI into its telecommunications services.
Javier Pascual, Director of Product, Pre-sales and Provisioning at Telefónica España, said: “We are the only operator to offer intelligent call transcription and summarisation for both fixed-line and mobile voice services, making us the best gateway for businesses to access digital technologies.
“This pioneering solution, which integrates generative AI into standard telephony, enables our customers to summarise and transcribe calls, as well as integrating 100% virtual agents using natural language, thereby boosting productivity and agility”.
IN RELATED NEWS
