DWS 2019 Video: Gonzalo Gomez Cid, Telefónica

May 16, 2019

Telefoníca Peru pursued a way to limit the number of calls transferred within the contact center to reduce costs and improve the overall customer experience. To accomplish this task, Telefoníca implemented Amelia as voice-based customer service agent for its Peruvian contact centers. Watch this video to learn more about Telefonica's AI journey.

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

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