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Prosegur, in collaboration with Telefónica, has rolled out GenIA, its Smart Workplace All-in-One virtual workplace management agent, across all workspaces across Latin America.
According to this tool, it enables natural-language interaction, autonomously manages and resolves requests, executes automatic remediation actions, and provides multilingual assistance.
GenIA is an intelligent assistant capable of providing immediate responses, guiding users through support processes, reducing response times and improving employee productivity and experience.
The virtual agent anticipates possible incidents by detecting critical milestones and proposes preventive solutions.
If a request exceeds its scope of action, it is automatically transferred to a human agent.
Progressively implemented in Brazil and Argentina, GenAI has now been deployed in other countries where Prosegur says it offers its Service Desk, centralizing the company’s technology support, resolving incidents and inquiries to ensure operational efficiency.
The other countries include Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Paraguay, Peru, and Uruguay.
The virtual agent, powered by Microsoft Azure and tools for identifying anomalous behavior patterns, provides reactive support and anticipates potential incidents.
As a result, Prosegur says that GenIA autonomously manages up to 88% of user-reported requests.
Additionally, GenIA has achieved a 16% reduction in technical and service inquiries previously handled by the company’s phone agents and technicians.
Miguel Torres, CIO and Transformation Director at Prosegur, said: “The global deployment of GenIA represents a significant step forward in the transformation of our internal processes.
“The project, developed in collaboration with Telefónica, enables us to offer our teams a more efficient, secure, and internationally aligned support tool.”
