Telefónica adds AI tools to business voice calls

Telefónica has integrated AI into its business voice services, giving companies new tools to transcribe and summarise calls, automate customer interactions and deploy virtual agents through existing telephone networks. The service is available across both fixed-line and mobile services.

The telecoms group says the move reduces call response times by an average of 60% and helps organisations manage a higher number of calls. The service can automatically transcribe conversations and generate summaries, creating a record of customer interactions without requiring companies to replace their telephony systems.

Telefónica is also introducing Centrex AI, a virtual-agent service powered by advanced language models. The AI assistants are designed to understand natural language and conversation context, allowing them to handle routine enquiries and deliver faster, more consistent responses. Telefónica says the tool could improve customer-service agent efficiency by 60%, while increasing the volume of interactions businesses can manage by more than 10%.

Javier Pascual, Director of Product, Pre-sales and Provisioning at Telefónica España, said the company is the only operator offering intelligent call transcription and summarisation for both fixed-line and mobile voice services, with support for 100% virtual agents using natural language.