Amelia for Telecommunications Human Connections at AI Speed

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Better Communication with Conversational AI

Telefónica, the largest telecommunications company in Spain, hired Amelia for its Peruvian call center. The result? Tremendous business value. Watch this story to learn more.

    • Challenge

      Telefónica wanted to replace its outdated automated voice systems in its contact centers in order to improve resolution times and customer satisfaction.

    • Solution

      Telefónica hired Amelia to give customers a more natural interface for communicating with the business.

    • Results

      Amelia handles 4.5 million calls each month, and 100% of all mobile traffic. She resolves almost 20% of calls without any human assistance. She helped decrease customer abandonment rates by 44%.

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    Optimized Services with Scale and Speed

    With Amelia and her global experience in telecommunications, providers can deliver superior customer experiences as well as new efficiencies to their internal operations.

    Amelia is Ready From Day One

    End-to-End Account Management

    Up-to-Date Service Information

    Better Management of Resources

    Conversational AI Transforms Telecommunications

    Providers that hire Amelia as part of a digital-human hybrid workforce can prevent subscriber churn, increase customer satisfaction and take new services to market faster than ever.

    • 97

      Percentage of Amelia's intent recognition of IT support requests for a global telecom provider.

    • 45

      Percentage of customers that leave telco providers because of poor customer service.

    • 80


      Number of employees provided IT support services by Amelia at a major telecom client.

    • 78

      Percentage of telco industry leaders who list customer experience as the most important business objective over the next two years.

    Learn How Providers are Utilizing AI for Competitive Advantage

    Telco providers around the world are under constant pressure to provide high-quality services to millions of customers, especially as we step into the 5G era. Poor customer service contributes to higher customer churn — and providers must do everything they can to prevent it. This has lead many telcos to investigate how conversational AI can make a difference. Read more in our white paper.

    Download the White Paper

    Elevate Customer Experiences with Amelia

    Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with automation and conversational AI. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. She’s not confused by catchphrases, regional accents or speech patterns. All of this adds up to a more human experience — an experience telco customers will prefer over time-consuming 800-numbers, generic service emails and scripted simple chatbots.

    Interested in meeting Amelia? We would be glad to arrange an introduction.

    Speak to a Telecommunications Expert

    Ready for Conversational AI?

    We know Amelia can make a difference for telecommunications providers — and we're here to help.

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