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Energy & UtilitiesThe Office of the General State Attorney seeks to improve service and response times in the face of the growing number of new claims it receives. For this purpose, Telefónica Tech has designed a system based on IBM Watson X Artificial Intelligence technology. This system is able to extract relevant information from the customer's document base by means of advanced natural language processing (NLP) techniques focused on text analysis. Each time the system is fed with a new claim, the platform compares it with the Artificial Intelligence engine and delivers to the supervising State lawyer of the process a recommendation with the most similar historical claim. Thereafter, if the supervising State lawyer agrees with the provided recommendation, the system, along with the corresponding confidence level, offers the possibility of automatically generating a draft response based on the historical response of the most similar identified claim.
About the project
Highlights of the success story
Reduction in preparation time for responses to new claims
The system provides a recommendation of the most similar historical claim. The State lawyer analyzes whether the recommendation is optimal. Once satisfied with the recommendation offered, he/she can ask the system to automatically generate a contextually relevant draft response in an editable file. Thus, the implementation of Generative AI seeks to revolutionize the effectiveness and efficiency of managing response times to new claims received.
Document Management
This project significantly contributes to the efficient organization, storage and retrieval of legal documents by generating contextualized content and leveraging advanced information management techniques. This not only improves operational efficiency but also ensures the proper and secure handling of documentation associated with the legal field.
Responsible Artificial Intelligence from design
Telefónica has an Artificial Intelligence governance model applied to its products and services to provide a high level of protection for health, safety, and human rights.
Total process control
The State lawyer will continue to control the entire process, since both the most similar historical claim recommendation and the generation of the draft response require human action, validation and supervision in all cases. Therefore, there is no automation in decision making, but rather support for their daily work.
