Madrid. International security services provider Prosegur has teamed up with Telefónica to roll out the generative AI agent Gen IA across its European and Latin American branches. The solution is part of the Smart Workplace All in One virtual workplace concept and takes over the central management of internal IT support for more than 25,000 users in the region.
Gen IA enables natural, dialogue-based interaction in multiple languages, processes support requests autonomously, performs automated corrective measures and supports employees with technical questions relating to the digital workplace. The solution is deployed via the group-wide service desk, which bundles IT incidents and requests, thereby ensuring the operational performance of the organisation.
Comprehensive rollout across two continents
Following a gradual introduction in Spain, Brazil and Argentina, Gen IA has now been implemented in all other countries where Prosegur operates its service desk. These include Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Paraguay, Peru and Uruguay.
The technological basis is provided by Microsoft Azure services and analysis tools for detecting unusual behaviour patterns. This means that Gen IA not only acts reactively, but also detects potential disruptions at an early stage and initiates preventive measures.
High degree of automation and measurable efficiency gains
According to Prosegur, the virtual agent achieves a Net Promoter Score (NPS) of nearly 75 per cent and handles up to 88 per cent of all reported enquiries completely autonomously. At the same time, the volume of technical and service-related enquiries that were previously handled by telephone support staff and technicians has been reduced by 16 per cent.
These effects lead to shorter response times, a noticeable reduction in the workload of support teams and the freeing up of human resources for higher-value tasks. Prosegur also sees this as an indicator of high acceptance and growing trust in AI-supported systems among the workforce.
Proactive support instead of traditional fault handling
Gen IA acts as an intelligent assistant that guides employees through support processes, provides immediate answers and improves the user experience in the digital workplace. By analysing critical process points, the system detects potential incidents at an early stage and suggests preventive solutions. Requests that fall outside the defined scope of action are automatically transferred to human support staff.
The introduction of Gen IA marks a further step in the development of the digital support model that Prosegur established five years ago together with Telefónica with Smart Workplace All in One. The service level, which was originally designed to be omnichannel and multilingual, is now complemented by an AI layer that shortens processing times, anticipates needs and accelerates operational processes.
Planned expansion to other regions
Based on the positive results in Europe and Latin America, Prosegur plans to roll out Gen IA worldwide by the end of 2025, including its locations in the US and the Asia-Pacific region. The aim is to make the AI-based support model available to around 180,000 employees across the group and to further consolidate the digitalisation strategy.
‘The global rollout of Gen IA is a significant milestone in the transformation of our internal processes,’ explains Miguel Torres, CIO and Director of Transformation at Prosegur. ‘Together with Telefónica, we are providing our teams with a more efficient, secure and internationally uniform support tool.’
Javier Pascual, Director of Enterprise Engineering at Telefónica Spain, also emphasises the partnership approach: ‘Gen IA was specifically tailored to the automation requirements of Prosegur’s daily operations. The solution combines efficiency, security and a differentiated user experience and shows how technological expertise can be translated into concrete added value.’
