Telefónica uses OpenQuestion to Handle 1M+ Customer Interactions

By George Brown, December 19, 2022


The solution, developed in partnership with, has increased the IVR resolution rate by 6% 

Munich, Germany – December 19, 2022 –o2 Telefónica  finalized the full-scale deployment of its new industry-leading conversational AI (CAI) solution, created in partnership with

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, a product built on

Sarah Rojewski, Manager for AI and Automation for Telefónica Germany, said:  

“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.” 

The solution has been rolled out over the past 5 months, with the full deployment across Telefonica’s contact centers now live.  

A 6% increase in IVR resolution rate has already been recorded across the 900k+ monthly calls that have been handled by the newly released solution. All conversations are processed by OpenQuestion, that has been used by o2 Telefónica to build conversational customer experiences. 

Per Ottosson, CEO of, said:  

“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.” is a SaaS product that 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 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. 

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