Telefónica's Journey into building effective Conversational IVR Solutions

As one of the largest telephone operators and mobile network providers in the world, Telefónica has made a commitment: their customers are always the guiding principle in everything they do, and the company therefore strive to understand and anticipate their needs and opinions and measuring their degree of satisfaction with the Telefonica’s products and services. Conversational Artificial Intelligence (CAI) has become a crucial piece of the company’s strategy to keep their commitment, and Telefónica will share with you what have they learned so far from their journey. Conversational AI serves as an interface between a human and an app. It is typically associated with automation of call centers through IVR, virtual assistants and bots, although it can be used in virtually any industry vertical. But before companies can use this technology, they need to understand what and why they should automate processes and what they want to achieve. Telefónica’s journey with our CAI Platform Teneo started last year when the company decided to enhance their IVR system with natural language recognition. The solution took only a few months to go live, and it is already handling nearly the entire traffic of the contact center coming through the phone channel. Join this webinar to hear Sarah Rojewski, Manager of A.I. and Automation in Telefónica Germany, share her experiences developing conversational solutions and how this technology can accelerate digital transformation while improving customer experience and delivering valuable business data. Artificial Solutions' CEO, Per Ottosson will share useful insight about what companies need to think about before adding Conversational AI to their contact center mix and share some of the results that Teneo clients are obtaining with their developments.