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Artificial Intelligence / Microsoft

Microsoft and Telefonica team up to transform customer experience and services in telecom

Microsoft and Telefonica

At Mobile World Congress (MWC) 2019 in Barcelona, Microsoft has joined hands with Telefonica to transform customer experience and services in telecommunication industry. The companies will also explore use of intelligent technologies on the network.

Telefonica is a leading telephone operator and mobile network provider, headquartered in Spain. The telco provides fixed and mobile telephony, broadband and subscription television services.

As part of the partnership, the companies will combine the power of Telefonica’s networks, unique customer proposition and global reach with Microsoft Azure AI platform.

“Telefónica has been a leader in using AI to transform customer engagement, and the strategic partnership we announced today builds on this history of innovation,” said Satya Nadella, CEO of Microsoft.

“Together, we will apply the power of Azure and Azure AI to create new, innovative experiences for millions of Telefónica customers around the world and shape the future of Telefónica’s network.”

Microsoft will expand the use of Azure Cognitive Services to Telefonica Aura. The Aura is an AI-powered digital assistant which is embedded in channels like mobile apps, pay-tv services and call centers. The combination of Azure Cognitive Services and Aura will be extended to customer relationship channels.

Secondly, the companies will explore the use of Azure Cognitive Services and Azure AI services with other services of Telefonica. This move is aimed to further Telefonica’s Home as a Computer (HaaC) vision to create an ecosystem of Aura Living Apps built on Azure. These apps will run on the home devices built by Telefonica.

Lastly, Microsoft and Telefonica will work along to explore new opportunities using AI and modern technologies such as 5G, blockchain, and edge computing. The aim with these efforts is to optimize the network, reduce costs, and drive industrywide transformation.

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“Telefónica is applying cutting-edge technology to its ongoing transformation, pioneering virtualization and softwarization to develop smart, liquid networks ready to be powered by AI,” said José María Álvarez-Pallete, chairman and CEO of Telefónica.

“Specifically, we are already using AI to enhance our customer relationships and are really excited to work with Microsoft to further harness the power of Azure AI. This agreement strengthens our relationship and our common belief that AI technology and the use of data should be based on solid ethical principles and empower people to control their digital lives.”

Image source: Telefonica

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