Telefonica, a leading global telecommunications operator serving more than 400 million customers across Europe and Latin America, needed to bring generative AI agent-assist to thousands of customer-service seats without compromising data sovereignty or driving up costs. Multiverse Computing built compact, high-performing AI models that run entirely on Telefonica's own infrastructure, giving more than 8,000 customer-service agents faster, AI-assisted support as part of the company's "Movistar por ti" initiative.
The Challenge
Telefonica wanted to scale generative AI agent-assist across thousands of contact-centre seats as part of its "Movistar por ti" customer-care initiative, but frontier large language models were too costly and resource-intensive to run at that scale. Keeping customer data on the operator's own network ruled out sending it to external cloud APIs, and running full-sized models on-premises would have required infrastructure investment far beyond what the rollout could justify, limiting Telefonica to small pilots instead of full production deployment.