Telefónica Enhances Prosegur’s Workplace Experience with AI Integration for 24,000 Employees

Telefónica Enhances Prosegur’s Workplace Experience with AI Integration for 24,000 Employees

(IN BRIEF) Telefónica and Prosegur have partnered to incorporate GenIA, a generative AI assistant, into Prosegur’s Smart Workplace All in One solution. This integration will provide 24,000 employees across the Iberian Peninsula and Latin America with a powerful tool to manage their work environments, improve service efficiency, and prevent incidents. The solution will be showcased at MWC 2025 in Barcelona.

(PRESS RELEASE) MADRID, 21-Feb-2025 — /EuropaWire/ — Telefónica is taking the next step in workplace digitalization by integrating generative artificial intelligence (AI) into its Smart Workplace All in One solution, benefiting nearly 24,000 Prosegur employees across Spain, Portugal, and Latin America. This collaboration will introduce GenIA, a virtual assistant designed to enhance daily operations, improve efficiency, and proactively resolve issues before they arise.

Employees from various countries, including Argentina, Brazil, Chile, Colombia, and Mexico, will now have access to GenIA to streamline their work environment management. This AI assistant will handle employee inquiries, resolve issues autonomously, and escalate requests to human teams when needed, offering a seamless and user-friendly experience without requiring technical expertise.

Telefónica’s solution, which has been in place at Prosegur since 2020, offers omnichannel and multilingual support, including remote assistance for teleworkers. The incorporation of AI marks a significant advancement, enabling Prosegur’s employees to tackle daily management tasks more effectively and, ultimately, achieve a better user experience. The technology is designed to detect recurring issues—such as disk space problems or slow start-ups—and anticipate incidents like email service failures, providing proactive alerts and solutions.

Telefónica’s Director of Industry, Services, and Retail, María Muñoz, noted, “Our Smart Workplace All in One solution has already automated 70% of the Customer Service Center’s operations, significantly reducing service and wait times while improving user satisfaction. With the addition of AI, we will not only resolve incidents faster but also prevent them, ensuring a smoother experience for Prosegur’s employees.”

Javier Castaño, Director of Workplace IT at Prosegur, emphasized the company’s commitment to innovation: “Partnering with Telefónica to develop generative AI solutions allows us to offer our employees more personalized and efficient services, which directly translates into better service for our customers. We are also focused on the ethical and responsible use of AI to ensure our solutions align with our company’s values.”

The collaboration will be highlighted during the “Generative AI to Improve and Transform the Employee Experience” session at the Mobile World Congress (MWC) in Barcelona, where Telefónica and Prosegur will present the innovative solution on March 6, 2025.

Availability:
For further details, visit Telefónica’s booth at MWC 2025 in Barcelona.

Media Contact:

Dirección de Comunicación Corporativa
email: prensatelefonica@telefonica.com
saladeprensa.telefonica.com

SOURCE: Telefónica, S.A.