We use AI to improve our networks, operations and customer service

At Telefónica we are incorporating Artificial Intelligence into different processes to support three priorities of our new strategic plan: improving customer experience, strengthening operational excellence and becoming a more agile company. We are doing so with an approach focused on applying technology where it delivers real value for people, businesses and public administrations.

Across our networks, AI is helping us move towards more predictive and autonomous infrastructure capable of anticipating failures, diagnosing incidents and automating their resolution. We also apply it to planning to optimise where and when to deploy capacity based on actual demand. In Spain, generative AI enables us to simulate scenarios to select the best service delivery option and reduce deployment times.

We also use AI to improve customer experience, anticipate needs and combine technology with human support. Technology can handle immediate and repetitive tasks, while our professionals step in when judgement, empathy or negotiation are required, with greater context and capacity to respond.

For businesses and public administrations, we apply these capabilities in areas such as cybersecurity, predictive maintenance, quality control, healthcare and improving services for citizens. In cybersecurity, we incorporate AI into the managed services we provide from our security operations centres (SOCs) to improve threat anticipation and the management of complex incidents.

Across Spain, Brazil, Germany and the UK, we already have AI use cases in networks, customer service, software development and predictive maintenance, with a common goal: to deliver better services and operate with greater agility, rigour and efficiency. Find out more about our Data & AI capabilities and solutions.

Source (in Spanish): Expansión.