Prosegur and Telefónica roll out the Gen IA generative AI agent for internal IT support for more than 25,000 users
Prosegur· SpainMicrosoft Azure
Per Euro Security (8 Jan 2026), Prosegur worked with Telefónica to roll out the generative AI agent Gen IA across its European and Latin American branches, taking over central management of internal IT support for more than 25,000 users via the group-wide service desk, built on Microsoft Azure services. Prosegur reports a Net Promoter Score of nearly 75 per cent, up to 88 per cent of enquiries handled fully autonomously, and a 16 per cent reduction in enquiries previously handled by phone support staff and technicians. A worldwide rollout to around 180,000 employees is planned.
Overview
Per Euro Security (8 Jan 2026), Prosegur worked with Telefónica to roll out the generative AI agent Gen IA across its European and Latin American branches, taking over central management of internal IT support for more than 25,000 users via the group-wide service desk, built on Microsoft Azure services. Prosegur reports a Net Promoter Score of nearly 75 per cent, up to 88 per cent of enquiries handled fully autonomously, and a 16 per cent reduction in enquiries previously handled by phone support staff and technicians. A worldwide rollout to around 180,000 employees is planned.
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Inspect the highlighted sourceThe challenge
Prosegur needed to run internal IT support through its group-wide service desk for more than 25,000 users across its European and Latin American branches.
The solution
Prosegur worked with Telefónica to roll out the generative AI agent Gen IA, part of the Smart Workplace All in One virtual workplace concept, built on Microsoft Azure services. It enables dialogue-based interaction in multiple languages, processes support requests autonomously, performs automated corrective measures, and transfers requests outside its defined scope to human support staff.
Reported business value
Prosegur reports a Net Promoter Score of nearly 75 per cent, up to 88 per cent of all reported enquiries handled completely autonomously, and a 16 per cent reduction in enquiries previously handled by telephone support staff and technicians. Figures are reported by Prosegur.
Sources
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