Telefónica sets new industry standards for CAI projects

Telefónica has set a new standard for success in the telecommunications industry with the launch of a centralized Conversational AI solution that has radically improved customer engagement via omnichannel user support.
Real-time Answers

Available 24/7/365 to ensure Telefónica customers could access help at all hours.

Personalized Experiences

Able to authenticate individual customers and access their account to customize the answers

Omnichannel Interaction

Allows customers to begin their conversation on one channel and continue in another seamlessly

The Results

Gaining back customers' trust and loyalty

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5% increase in IVR resolution rate

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+900k monthly calls and +200k monthly text requests handled

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+400 generic use cases created (20 personalized)
Telefónica has continuously developed and launched new capabilities to improve its conversational AI through partnering with industry-leading CAI businesses, such as Artificial Solutions, to help the company achieve its long-term vision.
The CAI solution that has been developed and is hosted on Teneo, handles almost one million voice-based requests per month while supporting 200,000 customer requests with SMS and WhatsApp responses.
As an industry-leader in Conversational AI, Telefónica Germany now represents one of the most successful examples of CAI implementation and deployment in Europe as contact Center operations have seen a reduction in costs, customer satisfaction is higher than ever, and efficiencies continue to be made.


``A project like this doesn't just come to life from nothing. There needs to be a vision from product marketing and to senior management because you need to get buy in from multiple stakeholders. Innovation is not free, so you need to invest in technology and in your team in order to execute on your vision and plan for the future.”
SARAH ROJEWSKI Manager of A.I. and Automation, Telefónica Germany

The Challenge

In 2017-2018, Telefónica Germany was being accused of delivering an extremely low level of customer service via its contact centers. The issue was reported in the national press, with the problem described as a ´catastrophe´ in the media. Customers were unable to connect to customer services over the phone in order to resolve key issues and there was a distinctive lack of solution-based information available via other channels such as email, text and social media.
Customers were unable to connect to customer services over the phone in order to resolve key issues and there was a distinctive lack of solution-based information available via other channels such as email, text and social media. The company had also implemented a system whereby customers were forced to take a specific online route to find support, which had a detrimental impact on the company being able to get feedback and improve customer engagement.
In response to the customer experience crisis, Telefónica embarked on a new path with the launch of a Conversational AI project that was intended to transform the fortunes of the company. A universal and centralized Conversational AI was envisioned to radically improve customer engagement and support with an omnichannel solution.

The Solution

A leading Conversational AI platform for a leading telecommunications business
Telefónica’s fully operational Conversational AI solution operates across all channels to realize a consistent omnichannel experience, increase customer satisfaction and create the potential of personalized sales opportunities.
The project was first planned in 2018, with four key pillars established in order to create and guide the building process.
With the support of Artificial Solutions and its SaaS platform, Teneo, Telefónica Germany owns one of the most complex conversational AI projects seen within the telecommunications industry.
With the support of Artificial Solutions and its SaaS platform, Teneo, Telefónica Germany owns one of the most complex conversational AI projects seen within the telecommunications industry.
Find out how this was achieved and what the key pillars helped to deliver success by downloading the full case study.