AI-Enabled Support: Spain’s Largest Telecommunications Provider Transforms Customer Response
Scaling customer support for one of Spain’s largest telecom operators using two-way human-AI workforce.
- 42% Self-Service Completion Rate
- –30%Reduction in Median Handle Time
- 99% Routing Accuracy
At a glance
Organization:
Major Telecommunications Provider
Headquarters
Spain
Industry
Telecommunications
Markets
Spain
The Challenge
One of Spain’s largest telecommunications providers, delivers landline, broadband, mobile, and pay-TV services to millions of customers across Spain and Hispanic American countries.
As customer volumes increased, contact centers came under growing pressure. A significant share of inbound calls related to simple, repeatable requests—many already supported through self-service channels and mobile apps—but customers still required step-by-step guidance to complete them.
Multiple IVR entry points and inconsistent call flows led to long wait times, fragmented experiences, and rising strain on human agents.
To scale efficiently without compromising transparency or customer trust, the provider needed to automate first-level support while maintaining strict control over accuracy, compliance, and escalation to human teams.
The Transformation
The provider partnered with GetVocal, the Conversational AI Platform designed for hybrid human–AI collaboration.
A Spanish-speaking virtual assistant was deployed to operate strictly within protocol-driven playbooks rather than free-form generation. The assistant handled common customer scenarios end-to-end, including service inquiries, account changes, and guided technical support.
Each interaction began with clear disclosure that the caller was speaking with a virtual assistant. When self-service was possible, the AI guided customers step by step through existing digital workflows using deterministic logic aligned with internal processes.
When human assistance was required, the system transferred the caller with 99% routing accuracy, passing full conversational context to ensure a seamless handover.
Every interaction closed with a confirmation prompt (“Did I resolve what you needed?”), enabling automated tracking of resolution and satisfaction in a transparent, closed-loop support model.
The Result
By resolving 42% of eligible calls through self-service, the organization achieved:
- 30% shorter average handle times
- 25% fewer repeat calls within 7 days
- 99% routing accuracy across supported scenarios
The result: faster resolution for customers, lower operational load for agents, and consistently high service quality—without sacrificing clarity or trust.
Impact
With GetVocal, the provider evolved its customer support operation from a purely human-driven model into a hybrid intelligence workforce.
Human agents now focus on complex and high-value interactions, while AI reliably handles routine requests at scale. This has enabled a more resilient and scalable customer experience system—improving speed, accuracy, and satisfaction across one of Spain’s largest telecommunications customer bases.