New o2 Telefónica Conversational Agent Handling Over 1 Million Customer Interactions
The solution, developed in partnership with Artificial Solutions, has increased the IVR resolution rate by 6%
Munich, Germany – December 19, 2022 –o2 Telefónica finalized the full-scale deployment of its new industry-leading conversational AI (CAI) solution, created in partnership with CAI specialist, Artificial Solutions.
The final deployment represents a major success for the telecommunications company, allowing it to significantly improve its customer service further. This was a key strategic imperative for the company when embarking on the project using Artificial Solutions’ Teneo platform only 1,5 years years ago.
Sarah Rojewski, Manager for AI and Automation for Telefónica Germany, said:
“We’re delighted to have deployed technology that offers our customers a higher level of service than ever before. We have enhanced the conversational AI experience over the past year years and the results are already setting new industry standards.”
The CAI solution has been rolled out over the past 5 months, with the full deployment across Telefonica’s contact center now live.
A 6% increase in IVR resolution rate has already been recorded across the 900k+ monthly calls that have been handled by the newly released solution. All conversations are processed by Teneo, the SaaS-based CAI platform from Artificial Solutions, that has been used by o2 Telefónica to build conversational customer experiences.
Per Ottosson, CEO of Artificial Solutions, said:
“It is amazing to see the immediate impact of o2 Telefónica 1,5 years investment in developing a technically complex, yet highly effective Conversational AI solution. With the platform having already handled more than one million customer interactions, Sarah and her team have demonstrated that the time and effort invested in building the right solution for the business and its customers yields major results and a significant returns.”
Teneo is a SaaS Platform that allows enterprise-level organizations to develop next-generation conversational customer experiences with no-code, low-code, and pro-code capabilities, all in one platform. It currently powers 15% of the world’s automated contact center interactions
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About Telefónica Germany
O2 Telefónica is a leading full-service provider of telecommunications services for consumers and business customers. The portfolio of the core brand O2 and various secondary and partner brands includes not only traditional telephony and Internet connections but also innovative digital services in the area of the Internet of Things and data analysis. In mobile communications, O2 Telefónica serves more than 47 million mobile lines (incl. M2M – as of September 30, 2022). No other network operator connects more people in Germany.
About Artificial Solutions
Artificial Solutions® (SSME:ASAI) is an industry-leading specialist in Conversational AI that provides the mature pro-code low-code and no-code SaaS platform Teneo. Teneo´s capabilities run across 86 languages and dialects, multiple platforms and channels with measurable ROI and improved customer experiences. Business users and developers create scalable, effective, customer oriented virtual assistants, conversational bots, speech-based conversational UIs for contact centers, customer support, smart devices and more.
For more information on conversational AI solutions in the telecommunications sector, email: hello@artificialsolutions.com
