Press Room
Prosegur and Telefónica roll out GenAI across all its workplaces in Europe and Latin America
The tool enables natural-language interaction, autonomously manages and resolves requests, executes automatic remediation and provides assistance in multiple languages to more than 25,000 users.
Madrid, November 2025. Prosegur, a leading company in security solutions, in collaboration with Telefónica, has rolled out GenIA, its Smart Workplace All in One virtual workplace management agent, across all its workspaces across Europe and Latin America. This tool enables natural-language interaction, autonomously manages and resolves requests, executes automatic remediation actions, and provides multilingual assistance to more than 25,000 users across the region.
Progressively implemented in Spain, Brazil and Argentina, GenAI has now been deployed in the remaining countries where Prosegur offers its Service Desk, which centralizes the company’s technology support, resolving incidents and inquiries to ensure operational efficiency: Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Paraguay, Peru and Uruguay.
The virtual agent, supported by Microsoft Azure as well as tools to identify anomalous behavior patterns, not only offers reactive support but also anticipates potential incidents proactively. As a result, GenIA has achieved a Net Promoter Score close to 75% and autonomously manages up to 88% of requests reported by users. Additionally, GenIA has achieved a 16% reduction in technical and service inquiries previously handled by the company’s phone agents and technicians.
This results in greater efficiency, reduced response times, and the freeing up of human resources for higher-value tasks. It also demonstrates strong acceptance and trust in the tool, fostering the adoption of new technological solutions within the company.
GenIA is an intelligent assistant capable of providing immediate responses, guiding users through support processes, thus significantly 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 automatically transfers it to a human agent.
The tool is another milestone in the evolution of the digital support model that Prosegur implemented five years ago with Smart Workplace All in One, developed by Telefónica. That initial layer of omnichannel, multilingual services is now complemented by a layer of AI capable of speeding up incident resolution, anticipating needs and reducing management times.
In light of the results obtained in its workplaces in Europe and Latin America, Prosegur plans to extend GenIA to its entire international network (including the United States and Asia-Pacific) of 180,000 employees before the end of 2025, strengthening its digitalization strategy and consolidating a generative AI-based support model that contributes to the company’s operational efficiency.
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.”
Javier Pascual, Director of Enterprise Engineering at Telefónica Spain, concluded: “We are very pleased to have helped identify the degree of automation required for Prosegur’s daily operations by providing them with a tool, GenIA, that meets those needs, providing efficiency, security, and a differentiated user experience. At Telefónica, we are committed to using all our capabilities to understand our clients’ needs and help them transform that knowledge into concrete solutions.”