O2 Telefónica finalized the full-scale deployment of its new industry-leading conversational AI (CAI) solution, created in partnership with Teneo.ai.
The solution, developed in partnership with Teneo.ai, has increased the IVR resolution rate by 6%
The final deployment represents a major success for the telecommunications company, allowing it to significantly improve its customer service further. This was a key strategic imperative for the company when embarking on the project using OpenQuestion.
We’re delighted to have deployed technology that offers our customers a higher level of service than ever before. We have enhanced the conversational AI experience over the past year years and the results are already setting new industry standards.
Sarah Rojewski, Manager for AI and Automation for O2 Telefónica
Over the past 5 months, they rolled out the solution, and it’s now active across O2 Telefónica’s contact centers.
The newly implemented solution has already handled the 900k+ monthly calls, recording a 6% increase in IVR resolution rate. O2 Telefónica uses OpenQuestion to process all conversations and build conversational customer experiences.
It is amazing to see the immediate impact of O2 Telefónica’s 18 month investment in developing a technically complex, yet highly effective solution. With OpenQuestion having already handled more than one million customer interactions, Sarah and her team have demonstrated that the time and effort invested in building the right solution for the business and its customers yields major results and a significant returns.
Per Ottosson, CEO of Teneo.ai
Teneo.ai is a SaaS product. It allows enterprise-level organizations to develop next-generation conversational customer experiences with no-code, low-code, and pro-code capabilities, all in one platform. It currently powers 15% of the world’s automated contact center interactions
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About O2 Telefónica Germany
O2 Telefónica is a leading full-service provider of telecommunications services for consumers and business customers. The portfolio of the core brand O2 and various secondary and partner brands includes not only traditional telephony and Internet connections but also innovative digital services in the area of the Internet of Things and data analysis. In mobile communications, O2 Telefónica serves more than 47 million mobile lines (incl. M2M – as of September 30, 2022). No other network operator connects more people in Germany.