Telefonica adds AI voice features for business customers

Telefonica said on 10 August it added applied AI features to its fixed and mobile networks for business voice services.

Telefonica said the AI features for voice services include transcription, summarisation of conversations, and a virtual assistant that director of product, presales and provisioning Javier Pascual said users can access with natural language. The company said it embedded the technology in its fixed and mobile networks.

Telefonica said the offer is aimed at medium and large businesses and public organisations that use cloud-based voice services. The company also highlighted a Telefonica-branded AI agent for Centrex IP cloud deployments that it said can understand everyday speech and support contextual interpretation and automation to speed customer responses.

Telefonica said AI agents delivered a 60% increase in efficiency and a 10% increase in the volume of calls handled compared with standard systems. The company gave a healthcare example in which a WhatsApp agent books and confirms appointments, and said the system supports more than 100 languages for direct query resolution or call redirection.