TelecomTV TelecomTV
  • News
  • Videos
  • Channels
  • Events
  • Directory
  • Smart Studio
  • Surveys
  • Debates
  • Perspectives
  • DSP Leaders World Forum
  • DSP Leaders
  • Great Telco Debate
    • |
    • Follow
    • |
    • Subscribe
  • |
  • More
  • Webcasts
  • Surveys
  • Debates
  • Perspectives
  • Great Telco Debate
  • |
  • Follow TelecomTV
  • |
    • Subscribe
    • |
  • About
  • Privacy
  • Help
  • Contact
  • Follow TelecomTV
  • About
  • Privacy
  • Help
  • Contact
  • Sign In Register Subscribe
    • Subscribe
    • Sign In
    • Register
  • Search

Telco & CSP

TelecomTV TRACKER

Sourced by TelecomTV's TRACKER platform
from Telefonica Press Room

Telco & CSP

Movistar and Twitter develop a pioneer customer care solution through a bot

Via Telefonica Press Room

Jun 19, 2018

  • Telefónica becomes the first Telco in the world to have a solution of this type
  • Movistar is a leader in customer service through Twitter in Spain, with more than 90% recommendation rates

Madrid, 19 June 2018. -Movistar España and Twitter have jointly developed a pioneering solution in customer service through a bot or automatic assistant. In this way, the operator becomes the first telco in the world to have a chatbot connected to the call centre, which means that it not only provides information but acts directly on the line of the user.

To begin to take action just get in contact via direct message to the account @movistar_es using the hashtag #ActivarMiBot. Usability is simple through an self-management menu for the customer to select which most interests them, although it is integrated with the service through an agent so that the user can resort to it from time to time.

Through this bot on Twitter, administration is carried out directly on the line or the services contracted and has the advantage of speed in management; and, except in the event of faults, the requested information is given to the customer immediately.

Movistar, which is already a leader in customer service via Twitter in Spain - and with recommendation rates higher than 90%-, seeks in this way to continue to provide its customers on social networks so that they can perform the greatest number of procedures with the operator without the need to refer to other service channels.

In the words of Fernando Fernández de Lis, Director of Digital Experience and Social Networks at Telefónica Spain, "this solution reinforces our leadership in innovation and customer service through social networks, since it allows us to respond to our customers in the media and channels that they decide through a fast, comfortable and effective method".

For his part, Jaime Pelegrí, Director of Business Development at Twitter Spain, ensures that "Twitter has transformed the conversation between brands and their customers, and increasingly more companies see the ideal channel on the platform: it is where the customers are, it is fast, it is mobile, and now with innovations like this virtual assistant, it is also automatic. Movistar is aware of the change, and with #ActivarmiBot goes one step further in continuing to care for their users through Twitter, now in a more agile and efficient manner”.

Some of the procedures that can be done with the Movistar bot Twitter are consulting data or voice consumption, knowing the total amount on the bill, obtaining the puk of the SIM card or reporting and monitoring a technical incident.

These procedures and queries will expand with the passage of time depending on the experience that the clients themselves are having. In this way, Movistar continues to promote the digitalisation of its services to the customer where more than 80% of the contacts are already produced in digital channels.

In the following link you can see the automatic queries that can be made through Twitter: https://www.movistar.es/twitterbot

Telefónica

Related Topics
  • AI & ML,
  • Announcement,
  • Europe,
  • OSS/BSS,
  • Telco & CSP,
  • Telefónica,
  • Tracker

More Like This

Open Networking

Are we on the brink of ‘seamless’ fixed mobile convergence? The signs are good

Jan 26, 2021

Digital Platforms & Services

What’s up with… Telefónica, IBM, ONF, Verizon

Jan 26, 2021

Access Evolution

LG U+ builds new nationwide backbone network

Jan 26, 2021

5G

MediaTek, Swisscom, Ericsson and OPPO Enable 5G Carrier Aggregation and Voice over New Radio

Jan 26, 2021

Sustainability

BT partners with scale-ups on breakthrough green tech

Jan 26, 2021

This content extract was originally sourced from an external website (Telefonica Press Room) and is the copyright of the external website owner. TelecomTV is not responsible for the content of external websites. Legal Notices

Email Newsletters

Stay up to date with the latest industry developments: sign up to receive TelecomTV's top news and videos plus exclusive subscriber-only content direct to your inbox – including our daily news briefing and weekly wrap.

Subscribe

Top Picks

Highlights of our content from across TelecomTV today

1:4:29

Great Telco Debate: Live Debate – Day 2 (On-demand)

1:18:20

Great Telco Debate: Live Debate – Day 3 (On-demand)

43:08

Developing an ecosystem for vRAN

2:23

The TelecomTV Snapshot: The Great Telco Debate 2020 - CSP Highlights

  • TelecomTV
  • Decisive Media

TelecomTV is produced by the team at Decisive Media

Menu
  • News
  • Videos
  • Channels
  • Directory
  • Smart Studio
 
  • Surveys
  • Debates
  • Perspectives
  • Events
  • About Us
Our Brands
  • TelecomTV Tracker
  • TelecomTV Perspectives
  • DSP Leaders
  • DSP Leaders World Forum
  • The Great Telco Debate
Get In Touch
[email protected]
+44 (0) 207 448 1070

Request a Media Pack

Follow
  • © Decisive Media Limited 2021. All rights reserved. All brands and products are the trademarks of their respective holder(s).
  • Privacy
  • Terms
  • Legal Notices