rAIse: Productive and enriching Artificial Intelligence

Madrid, 23 de septiembre de 2024 –

Why was rAIse created?

The aim is to benefit people, from employees themselves, helping them focus on tasks that create value and quality for the company and our customers, to redesigning and improving processes that adapt to the new digital ecosystem in an inclusive, ethical and responsible way.

How will rAIse be integrated into Telefónica Global Solutions’ daily business?

Firstly, ensuring rAIse is fed with legally authorised data and information to guarantee the safety of not only its use but also the information it provides. Related to this are parallel projects to regulate the appropriate use of other existing tools such as ChatGPT or Copilot.

Secondly, the establishment of clear use cases that define and delimit the capabilities and results that rAIse provides on a daily basis. Telefónica Global Solutions has identified more than twenty use cases that can be grouped into the following main areas.

Enhancing our customer service:

We are developing virtual assistants to support our customer service by helping to create reports on the status and health of the company’s various projects and customers.

We are increasing engagement with our customers by reducing response times and iterations.

We are gradually incorporating some AI tools into the Customer Portal Center to provide our customers with analytics, chat bot and usability capabilities that have not been seen before.

Engineering Knowledge Centre:

We provide our engineering teams with AI and GenIA-based tools to assist them in creating project proposals for customers, improving our response times and allowing us to better analyse different scenarios to create unique and optimal proposals for our customers.

We use tools that help us produce documentation and retrieve code information from current and past projects. The benefits are:

1. Freeing developers from this task not only to generate better code, but also to reduce delivery times in system development and incident resolution.
2. Helping to understand and reuse existing systems.
3. AI Process Mining: Analyses and identifies processes with potential for improvement to help the business achieve better performance in all areas, from commercial to customer service delivery.

In short, to make internal work easier in order to provide better service to TGS customers.

What are the ROI prospects for using AI in our industry?

The judicious use of AI in our technology ecosystem must take into account the challenges of data usage, because it is crucial to ensure its security, both in processing and in results, in order to demonstrate its usefulness and not just to simply admire all its promises.

However, its usefulness in business operations is clear, as it will free many professionals from tedious and low-value tasks, allowing them to focus on areas of high impact and creativity, improving not only their own well being but also the results we deliver to our clients.