Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Prosegur and Telefónica roll out the Gen IA generative AI agent for internal IT support for more than 25,000 users
…olution 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, proc…
Description
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.
…igh 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 w…
Company
Prosegur
…IT support in Europe and Latin America January 8, 2026 Company News 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 Americ…
Country
Spain
…nternal IT support in Europe and Latin America January 8, 2026 Company News Madrid. International security services provider Prosegur has teamed up with Telefónica to roll out the generative AI agent Gen IA across…
Industry
Professional Services
…IT support in Europe and Latin America January 8, 2026 Company News Madrid. International security services provider Prosegur has teamed up with Telefónica to roll out the generative AI agent Gen IA across…
Problem
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.
…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. Comprehensiv…
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.
…ral 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 workpla…
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.
…igh 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 w…
Implementation approach
Gen IA was introduced gradually in Spain, Brazil and Argentina and then implemented in all other countries where Prosegur operates its service desk. Prosegur plans to roll it out worldwide to around 180,000 employees.
…al 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, Hon…
AI capabilities
Generative AI, Conversational AI, Agentic AI
…ral 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 q…
Business functions
IT & Software Engineering
…olution 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-base…
Technology
Microsoft Azure
…l 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 Ge…
Headline outcome
…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 we…
Use case type
Conversational assistant
…ms 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 wor…
