We helped Bizum transform its customer service with Generative Artificial Intelligence

Telefónica Tech has worked together with Bizum to launch a new intelligent virtual assistant based on Generative Artificial Intelligence to enhance its digital customer service. The assistant, which is integrated into Bizum’s website and WhatsApp Business channel, offers a more responsive, personalised service that is available at any time to help resolve enquiries and issues.

The solution has been developed using the Telefónica Tech GenAI Platform, our Generative AI platform. The platform enables the rapid, secure and scalable creation and deployment of intelligent assistants. It automatically responds to general enquiries, issues, and concerns related to potential scams, using Bizum’s data as a knowledge base to provide consistent and up-to-date answers.

Thanks to this project, Bizum has achieved 90% accuracy in its responses and has managed to reduce email enquiries by 30%, improving the efficiency of its customer service and offering a more responsive and effective support experience.

Bizum continues to drive a more personalised, efficient and multi-channel customer service through this project, ensuring continued delivery of an innovative service tailored to its users’ needs.