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· via microsoft.com· Customer story

Telefónica improves network performance and automates customer service operations

Telefónica · Tech & Comms · Spain

Headline result

−10%

time

As reported by the source; not independently verified.

Summary

Telefónica, a leading telecommunications provider in Spain, faced the challenge of managing vast amounts of network data, seeking more efficient network optimization and customer service automation. Collaborating with Microsoft, Telefónica deployed a big data analytics architecture leveraging Azure, Azure Data Explorer, and Azure Databricks. This enables real-time processing and analysis of network data and anomaly detection. The integration of Power BI facilitated advanced dashboards and business insights, and more than 1,000 digital workers were deployed using Blue Prism RPA integrated with Microsoft technology. This intelligent automation supports proactive issue identification and improved customer experience, reducing operational time and maintaining high service standards in the company's B2C operations. The implementation resulted in increased network reliability, streamlined operations, and a measurable reduction in manual intervention.

The project highlights the collaboration between Telefónica and Microsoft to harness AI and automation to transform large-scale network operations.

The problem

  1. 01Vast amounts of network data generated daily complicated efficient analysis and network optimization.
  2. 02Manual oversight limited the speed and accuracy of network issue identification.
  3. 03Customer service operations required excessive manual intervention, impacting efficiency.
  4. 04Need to improve proactive detection and resolution of network anomalies to minimize customer impact.

What they built

  1. 01Deployed a big data analytics architecture with Azure, Azure Data Explorer, and Azure Databricks.
  2. 02Used Azure Data Explorer for high-speed, scalable network data exploration.
  3. 03Implemented Azure Databricks for AI-driven data processing and machine learning workloads.
  4. 04Developed Power BI dashboards for advanced analytics and operational insights.
  5. 05Integrated over 1,000 digital workers using Blue Prism RPA and Microsoft technologies to automate customer care and operations.

Reported results

  1. 01Operational time reduced by approximately 10% in B2C operations.
  2. 02Improved network performance and reliability.
  3. 03Proactive anomaly detection enabled faster issue resolution before customer impact.
  4. 04Enhanced customer experience and satisfaction.
  • Improved network performance and reliability
  • Faster issue resolution before customer impact
  • Enhanced customer experience and satisfaction
  • Automated customer care and operations

Source

microsoft.com

Customer story

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

Telefónica has 2 deployment records in the library. It is one of 46 energy operations automation deployments, 1 of them in Tech & Comms. Its reported 10% reduction is below the typical range (median 60% across 42 figures).

Telefónica in the library

2 deployment records from Telefónica

  1. May 2024Telefónica modernizes home network management for millions of Spanish householdsFault detection
  2. UndatedThis record · Energy operations automation
All Telefónica records

Same pattern, whole library

One of 46 energy operations automation deployments

  • Tech & Comms accounts for 1 of them (2%), ranking #4 of 7 industries.
  • Only 7 of the 46 put a number on the result (15%).
Provider mix
  • Microsoft89%
  • AWS7%
  • GCP7%
Most-used technology
  • Azure AI 12
  • Azure 9
  • Azure OpenAI 7
  • AI 7
  • Copilot 6
  • Microsoft Azure 6

Outlined: used in this record.

Shares describe this library, not the whole market.

Energy operations automation analysis

Results against peers

10% reduction is below the typical range

Across 42 time & speed figures (Tech & Comms), the median reduction is 60%; the middle half falls between 33% and 75%.

This recordMiddle half of peers

  • Customer experience50 figures, all industries · middle half 20%–90%28%median increase

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: supported

A credible source with a named customer, but not the organization's own account.

Named organization
Telefónica
Who published the source
The organization itself
Deployment status
Production (confidence 95%)
Quantified result
The source reports at least one figure
Summary checked against source
2 / 5 agreement

Last re-checked 13 Jun 2026.

This record is evidence for

Insight · industryTech & Comms dossierOne of 402 Tech & Comms deployments. See which patterns dominate there and what they report.Insight · patternEnergy operations automation46 deployments share this pattern. See where it is used and how it is built.Trend · momentumEmerging pattern2 new deployments in the last six months, against 1 in the six before.

Same pattern, other organizations

All energy operations automation deployments
  1. 3 Jun 2026
    Energy & Utilities

    Iberdrola on AWS: IT operations agents with Amazon Bedrock AgentCore (and renewable optimization)

    Iberdrola · Energy operations automation · AWS

    Iberdrola, a Spain-based multinational utility company, uses AWS to support sustainability and energy transition initiatives at global scale. The article says Iberdrola enhances IT operations in ServiceNow using Amazon Bedrock AgentCore and different agentic architectures to manage thousands of change requests and incident tickets more efficiently across departments. It also says Iberdrola uses AWS AI/ML and generative AI capabilities to optimize renewable energy production, lower energy consumption and cost, and accelerate energy solutions into production.

    AgenticProduction

  2. 14 May 2026
    Energy & Utilities

    Demand IQ: Digitizing solar sales and enhancing customer experiences with Solar API

    Demand IQ · Energy operations automation · GCP

    Demand IQ built a software-as-a-service product that uses conversational AI and geospatial data to make residential solar shopping more transparent and accessible. The solution helps homeowners quickly assess whether their roofs qualify for solar, understand estimated costs and savings, and move through qualification, quoting, and appointment booking online.

    Pilot

    −≤40%
    cost
  3. 5 Mar 2026
    Manufacturing

    Wisconsin AI Co-Innovation Lab Accelerates Manufacturing Innovation

    Paper Machine Converting Company · Energy operations automation · Microsoft

    Microsoft's AI Co-Innovation Lab in Milwaukee has collaborated with over 60 small- and medium-sized manufacturing companies in Wisconsin to develop tailored AI solutions that address various operational challenges. Participating companies include Paper Machine Converting Company, Husco, Packer Fastener, Renaissant, Sentry Equipment, and Wiscon Products, spanning industries such as paper manufacturing, automotive parts, fastening supplies, shipping logistics, and precision machinery. The lab developed prototypes like real-time anomaly detection systems on Azure, AI-powered report evaluation tools, automated order matching software, multilingual voice assistants for logistics, AI-driven contract compliance systems, and production scheduling optimizations. These innovations have accelerated tasks that previously took weeks or months down to days or weeks, increased operational efficiency and accuracy, and provided competitive advantages for the manufacturers.

    Production

  4. 6 Nov 2025
    Energy & Utilities

    AI Agent-Driven Intelligent Automation Transforms Energy Operations

    Infosys · Energy operations automation · Microsoft

    Infosys, in partnership with Microsoft, developed an AI agent-powered productivity solution that transforms operations in the energy sector. Leveraging Microsoft Copilot Studio, Azure OpenAI, Azure AI Foundry, Infosys Topaz, and Infosys Cobalt, the solution turns massive operational datasets into actionable insights for improved safety, reliability, and efficiency. The AI Assistant digests complex reports, images, and tables, providing predictive insights and real-time alerts to operators. This enables faster, data-driven decision-making and automation of repetitive workflow and report generation tasks. Operators can anticipate and avoid potential issues, minimizing non-productive time (NPT) and operational risk. By integrating advanced conversational AI into operational workflows, the solution empowers energy sector companies to unlock new productivity levels. It also improves coordination between engineering, field teams, and back-office operations through consistent, real-time insights accessible through intuitive conversational interfaces. Built atop the Microsoft Cloud and AI stack, Infosys embeds these agentic AI capabilities into their platforms for the energy industry, delivering measurable improvements in key safety and efficiency KPIs.

    AgenticProduction