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AMELIA HIRED BY TELEFÓNICA COLOMBIA AS VIRTUAL CUSTOMER CARE AGENT
November 30, 2021 • 2 minute read
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The telco provider hired Amelia to increase efficiency and enhance customer
experiences.
Bogota Colombia / New York, November 30, 2021 — Amelia, the leading Enterprise
AI software company, today announced that Amelia has been hired by Telefónica
Colombia (Colombia Telecommunicaciones SA ESP, or COLTEL), one of the largest
telecommunications company in Colombia, to transform its B2C customer service
operations from an IVR-enabled process to a Conversational AI-driven solution.
The provider previously made significant investments in their digital
transformation process. To derive the most value from prior investments, the
company wanted to deploy an AI-based platform to improve B2C customer
experiences, expand possibilities for client self-service and provide more
personalized support overall.
Colombia Telecommunicaciones SA ESP wanted to deploy a conversational platform
to provide first-contact attention to customers, and evaluated several vendors.
According to the provider, Amelia outperformed competitors in data verifiability
and proven customer service experience, as well as technology features, Spanish
and English language proficiency and more. Amelia also stood out with her
ability to successfully resolve customers’ queries.
As a virtual customer care agent at Telefónica Colombia, Amelia will initially
handle customer queries across 10 unique use cases, including identifying users,
providing invoice information, handling account balance queries, providing plan
information, sharing locations, providing technical support and more.
Telefónica Colombia receives approx. 750,000 calls per month into its call
center for the abovementioned use cases, totaling more than 9 million annual
calls. During the 12 months following Amelia’s deployment, she is expected to
handle 100% of the contact center’s incoming call volume. Amelia’s impact will
be measured based on her ability to successfully resolve calls within her
purview, transfer calls outside of her scope to a human agent, and maintain high
levels of customer satisfaction, among other metrics.
Bismark Fabian Martinez Gonzalez, Director of Commercial and Customer Care,
Telefónica Colombia, said: “We recognized that we could automate hundreds of
thousands of calls we receive on a monthly basis, freeing our human staff from
high-volume, time-consuming tasks and empowering our customers with efficient
self-service. In Amelia, we found a Conversational AI solution that had proven
and verifiable success with other clients, and she clearly met our requirements
for our contact center’s virtual agent.”
Chetan Dube, CEO of Amelia, said: “Telefónica Colombia is a proven leader in
telecommunications, and we are thrilled that Amelia will advance and enhance
their digital transformation journey and customer service operations. Amelia’s
extensive integrations and Conversational AI capabilities are designed to help
innovative companies like Telefónica Colombia, allowing them to leverage
previous investments by adding new dimensions of customer care.”
As the first point of contact for Telefónica Colombia, Amelia will handle high
volumes of repetitive tasks that were previously addressed by human colleagues.
The telecommunications provider expects Amelia to reduce the percentage of calls
passed along to human agents, allowing them to focus on more complex customer
service tasks and higher-value job functions.
ABOUT TELEFÓNICA COLOMBIA
Telefónica Colombia is one of the biggest drivers of the digital economy in the
country, with revenues of 5.36 trillion pesos in 2020. The company is mainly
focused on the businesses of mobile communications and connectivity, broadband
services, fiber optics to the home, paid television, fixed line communications
and a complete range of digital solutions for small, medium and large companies
and corporations.
Telefónica is present in 50 cities and municipalities in the country with fiber
optics, 210 with fixed broadband and 965 with 4G LTE mobile connectivity.
Telefónica closed 1Q21 with a customer base of 19.9 million nationwide: 16.7
million mobile lines, 1.2 million broadband customers (366,000 with fiber),
527,000 pay TV and 1.4 million fixed lines in service.
ABOUT AMELIA
Amelia is a leading Enterprise Conversational AI software company with a long
history of innovation in automation and Conversational AI. We create fulfilling
human experiences through groundbreaking AI solutions, as we enable
conversational experiences, streamline IT operations, and automate processes. In
2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true
end-to-end, enterprise-wide automation allowing enterprises to quickly optimize
back-end operations. Amelia is consistently recognized by third-party analyst
firms as a market leader. Headquartered in New York City with offices in 15
countries, Amelia’s roster of client success stories speaks for itself: Our
technology impacts more than 200 of the world’s leading brands, including global
leaders in banking, insurance, telecommunications, and other industries. See how
Amelia is powering the Future of Work at amelia.ai.
Media Contact:
media@amelia.ai
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ASSISTANT
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* AMELIA NAMED A LEADER IN THE GARTNER® MAGIC QUADRANT™ FOR ENTERPRISE
CONVERSATIONAL AI PLATFORMS
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* AMELIA IS HIRED BY SEGUROS SURA CHILE AS CUSTOMER CARE VIRTUAL ASSISTANT
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A BEGINNER’S GUIDE TO CONVERSATIONAL AI
Crossing the bridge between digital assistants/chatbots and real Conversational
AI requires a fuller understanding of how the technology works and its potential
business value.
In our latest white paper, A Beginner's Guide to Conversational AI, we explore
these subjects for companies pursuing a near- or long-term technology strategy
that includes Conversational AI solutions and Digital Employees.
Download our white paper to learn how to generate business value with
Conversational AI.
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DOWNLOAD THE FREE WHITE PAPER A BEGINNER’S GUIDE TO CONVERSATIONAL AI
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