In 2017, Telefónica sought to introduce digital voice agents into its call centers. The telecommunications company had two main objectives: Drive customer experience and optimize costs. Telefónica hired IPsoft’s Amelia, and today Amelia is handling more than 4.5 million calls a month for the firm. In this video, Gonzalo Gomez Cid, Global Contact Center Director at Telefónica, tells the story of the company’s AI journey.

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