Artificial Intelligence in Telecommunications

Article published in Diario La R

Telecommunications companies (Telcos) in Latin America face an ongoing challenge: balancing operational efficiency with a close, high-quality relationship with their customers. In their pursuit of process and cost optimization, they are increasingly encountering new technological tools. In this article, we highlight IAgents — intelligent virtual assistants — and their current role within Telcos.

According to information provided by Hey Now, a Uruguayan customer service platform based on IAgents, these virtual assistants have been shown to handle more than 75% of a Telco's monthly interactions. This type of automation frees up between 2,250 and 2,970 work hours per month, resulting in a significant cost reduction. In summary, this translates to monthly savings of between USD 12,750 and USD 17,250, equivalent to the workload of 17 to 23 full-time human agents.

Daniel Eudal, Product Line Analyst at Quantik Group, notes that "today, one of the main challenges for Telcos is not only attracting new customers but also retaining existing ones. Users are no longer looking solely for better prices; they want more personalized services and attention that adapt to their needs. The global trend is clear: consumers want fast responses, which translates into greater loyalty and a better experience for them."

Benefits of IAgents

Regarding advantages, the company highlighted that IAgents have the ability to deliver personalized service, generating up to five times more sales than traditional chatbots. This hyper-personalization is the differentiating factor, as virtual assistants can tailor their responses based on each customer's profile, identify cross-selling or renewal opportunities, and even manage interactions that would normally require human intervention.

Furthermore, the impact of these assistants extends beyond sales — performance metrics have shown considerable improvement. For example, first-contact resolution rates increase by 6% to 12%, while abandonment rates on digital channels can decrease by up to 18%. Additionally, the use of virtual assistants increases the effectiveness of assisted sales, resulting in an average revenue per user increase of up to 20%.

Moreover, the use of AI in the telecommunications sector yields the following statistics: 67% of Telcos already use AI to improve internal operations, such as help desk management or response to mass outages. This approach transforms efficiency in Network Operations Centers (NOC), with results including a 30% to 50% reduction in mean time to resolution (MTTR) and a 20% to 35% decrease in administrative and operational costs.

Relatedly, it is estimated that 47% of Telcos already employ AI to improve the customer experience, and 40% have integrated virtual assistants to accelerate user interactions.

Global Trends and Expansion in Latin America

From a global perspective, McKinsey & Company identified the expansion of intelligent agents as one of the top priorities for Telcos this year. However, they caution that success depends not only on the technology but also on organizations' ability to integrate it effectively. In this context, Hey Now has already begun implementing IAgent-based solutions in several Latin American countries, including the Dominican Republic, Paraguay, and Uruguay, and is in the process of expanding into other markets.

A recent report from the World Economic Forum also supports the potential of generative AI in the sector. According to this report, operators that have integrated AI into their services have achieved notable results: a 40% reduction in resolution time, a 35% improvement in reducing customer effort, and a 28% increase in digital channel adoption.

Published by Diario La R on 10/15/2025.

Access the article here.

Paysandu 926CP 11100MontevideoTel: +598 2902 1477

Av. Ana G. Mendez 1399, km 3PR 00926San JuanTel: +1 (787) 775-2100

Carmen C. Balaguer 10El Millon, DNSanto DomingoTel: +1 (809) 412-8672

Our Policies