ArgentinaTechnology and telecom2025 – ongoingTelecom Argentina
AI systems handling call-center inquiries
Telecom Argentina said AI systems handled about 70% of its call-center inquiries
Problem
Telecom Argentina's call center receives a high volume of customer inquiries, many of them simple.
Approach
AI systems took the simpler interactions and left complex cases to human agents. The company was also testing generative AI, which its COO said would not replace people but would improve service. The company named no vendor.
Results
Takeaway
The split was by complexity, with humans keeping the harder cases. The 70% figure is a spoken claim from the company's COO.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Report from the ATVC international conference. COO Gonzalo Hita said AI systems handle about 70% of call-center inquiries, take simpler interactions and leave complex ones to humans, and that generative AI was in testing.
Full details are in the original sources.
