Amelia Hired By Telefónica Colombia as Virtual Customer Care Agent

The telco provider hired Amelia to increase efficiency and enhance customer experiences.

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.