Press Room
Telefónica adds generative AI to its digital workplace solution for Prosegur staff in Spain, Portugal and Latin America
Nearly 24,000 employees of the security company will have direct access to Telefónica's GenIA virtual assistant to manage their work environment.
Madrid, 21 February 2025. Telefónica is integrating generative AI into its Smart Workplace All in One, the digital workplace management solution used by nearly 24,000 Prosegur office staff in Spain, Portugal and the Latin American countries where the security company has a presence.
Prosegur employees in Spain, Portugal, Argentina, Brazil, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Paraguay, Peru and Uruguay will now be able to manage their work environment more effectively through the GenAI virtual assistant.
Details of the project will be announced at a 30-minute round table, "Generative AI to improve and transform the employee experience" on Thursday, March 6, at 11 am at the Telefónica Agora in MWC2025.
Smart and effective solution
An intuitive generative AI solution based on a scalable platform, GenIA integrates smart assistants with a range of collaborative tools simply and easily. GenAI understands the needs of the employee and resolves queries or incidents within its reach, otherwise it refers the request to a human team to finalize the process. This allows staff with no specific AI training to address daily management problems, giving them a better user experience. GenIA translates information into the right solution and process to resolve incidents as soon as possible.
Five years ago, Telefónica deployed Smart Workplace All in One at Prosegur, providing employees with omnichannel and multi-language support in the workplace and at home in the event of teleworking; now this service is evolving by integrating generative AI.
In addition to improving their quality of service and freeing them from repetitive tasks to focus on more complex issues and provide greater value, AI will allow Prosegur agents to develop professionally by giving them more autonomy to perform new operational functions.
The GenIA assistant will also integrate with a variety of tools to detect recurring anomalous behavior patterns such as disk capacity issues, slow boot-up, and other computer performance factors. In addition, GenIA will identify key problems such as email failures, thus anticipating possible incidents. Thanks to this predictive capability, the assistant will be able to alert users and proactively offer solutions before they are affected.
As María Muñoz, Director of Industry, Services and Retail at Telefónica Spain, explains: "Smart Workplace All in One allows Prosegur to offer a solution with unified management and a common governance model for its offices on both sides of the Atlantic, a solution that automates its processes, positively impacting 70% of the activity of the User Service Center; it reduces service and waiting times and improves user satisfaction. Now we are going to go a step further and, thanks to AI, in addition to helping solve incidents more effectively, we will be able to improve in preventing them."
Javier Castaño, Director of Workplace IT at Prosegur, adds: "At Prosegur, we are committed to innovation and continuous improvement of our internal services. The collaboration with Telefónica in the development of generative AI solutions will allow us to offer a more efficient and personalized service to our own employees which, in turn, will improve customer service. In addition, we are firmly committed to ethics and responsibility in the use of generative AI, ensuring that our solutions are safe and respect our company values."
Workplace All in One is a Telefónica solution that facilitates the comprehensive and secure management of the entire workplace ecosystem from the provision of equipment tailored to each employee to a one-stop shop that provides round-the-clock assistance, including end-of-life process for the equipment using environmentally respectful disposal and data erasure.