SpainProfessional services2026 – ongoing

Prosegur

Gen IA, a generative AI agent for internal IT support

Prosegur's AI agent handled up to 88% of internal IT enquiries on its own for 25,000 users

WorkingCompany's own claim

Problem

Prosegur's group-wide IT service desk fielded technical and service enquiries from staff in Europe and Latin America. Many arrived by phone and needed technicians.

Approach

Prosegur developed Gen IA with Telefónica on Microsoft Azure services. The agent talks with users in several languages, processes support requests on its own and applies automated fixes. It also analyses unusual behaviour patterns to catch disruptions early, and passes requests outside its scope to human staff. It serves more than 25,000 users, and a rollout to about 180,000 employees is planned.

Results

Up to 88%share of reported enquiries handled completely autonomously, as reported by ProsegurCompany's own claim[1]

Nearly 75%Net Promoter Score of the agent, as reported by ProsegurCompany's own claim[1]

16%reduction in enquiries previously handled by phone support staff and technicians, as reported by ProsegurCompany's own claim[1]

Takeaway

The figures were reported by Prosegur and relayed by a trade outlet. The wider rollout was still a plan.

Sources

Prosegur uses generative AI in internal IT support in Europe and Latin America
Euro-Security8 Jan 2026News article

Source summaries

[1]Euro-Security8 Jan 2026

The trade article describes Gen IA, an internal IT support agent built with Telefónica for more than 25,000 users. It reports up to 88% of enquiries handled autonomously, an NPS of nearly 75% and 16% fewer phone enquiries. A rollout to about 180,000 employees is planned.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026