Telia tests generative AI voice robot for after-hours support

Telia has launched a pilot program for Teele, a generative AI-based voice robot designed to provide 24/7 customer support outside of standard business hours. The robot handles voice calls to answer simple questions and guide customers toward self-service options, though it does not perform transactions on behalf of the client.

This initiative follows the success of Mia, a web-based chatbot that currently handles approximately one-fifth of Telia’s customer inquiries. According to Ulla Kattai-Aav, head of channel development at Telia, the goal of the AI is to provide faster answers to basic queries, thereby freeing up human agents to focus on more complex issues that require human expertise.

The pilot was developed in collaboration with Nortal and utilizes technology from ElevenLabs. Telia intends to use the feedback and data collected during this testing phase to determine how to best integrate AI into its customer service operations in the future.