Case Study: Telefónica improves customer experience and reduces call abandonment with Amelia

Telefónica - Customer Case Study

Telefónica, the Spanish multinational telecommunications company, wanted to improve customer experience and reduce costs in its contact centers by cutting down long IVR journeys and repeated transfers between agents. To address this, Telefónica worked with Amelia, using the Amelia voice-based virtual agent to handle customer calls in its Peruvian contact centers.

Amelia was deployed to manage B2C hotline traffic and trained on 28 skills, including both fully automated and human-escalation workflows. After ramp-up, Amelia handled 100% of mobile phone traffic, correctly recognized customer intent on 90.2% of calls, reduced abandonment rates by 44%, and delivered customer satisfaction on par with human representatives.

Telefónica