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28 de marzo de 2024
sin demoras
Telefónica atenderá llamadas de clientes con inteligencia artificial viernes 24 de mayo de 2019 10:55 Inteligencia artificial para atender llamadas
La trasnacional española Movistar será la primera empresa en Suramérica en atender con inteligencia artificial todas las llamadas de sus clientes, lo que hará en Perú a través de una asesora virtual, anunció este miércoles Telefónica del Perú desde Iquitos, la mayor ciudad de la Amazonía peruana.
El centro de atención telefónica de Movistar Perú ofrecerá así una atención "natural y sencilla" para solucionar los problemas de sus usuarios "sin la necesidad de marcar opciones de menú y con una derivación directa al área correspondiente", según indicó la empresa en un comunicado.
La asesora virtual identificará automáticamente las solicitudes de los clientes al comprender la lógica y el contexto de la conversación y tomará decisiones en tiempo real mientras mantiene una conversación fluida.
Esta inteligencia artificial atenderá de manera progresiva a los clientes de Movistar Perú, por lo que primero comenzará con los de telefonía móvil para luego incorporar a los de telefonía fija.
En una primera etapa atenderá a cerca de 10.000 clientes del segmento móvil prepago y pospago, y desde julio atenderá a la totalidad de los clientes de celulares. El vicepresidente del segmento clientes de Movistar Perú, Marcelo Echeguren, explicó que la compañía está acelerando su transformación digital. El año pasado, Telefónica ya anunció en el World Mobile Congress el lanzamiento del asistente virtual Aura en seis países (Argentina, Brasil, Chile, Alemania, España y Reino Unido), que incorporaba la inteligencia artificial en la interacción con el cliente a través de Internet. EFE