Enterprise Knowledge Search · IT Operations Automation
Telefónica needs to evolve and maintain a very large API and microservices estate without slowing delivery, while keeping integrations understandable, compliant, secure and maintainable; it also wants to reduce manual effort in recurring internal IT support processes.
Reported impact
Telefónica reports faster software delivery, more accessible system knowledge for integration teams, automated handling of some recurring IT support tasks, and a move toward more efficient, secure and scalable digital integration.
Telefónica describes an internal AI-enabled integration approach rather than a vendor product deployment. In development and integration work, generative AI is used as an accelerator around microservice delivery: it helps engineers understand unfamiliar systems, turns technical documentation into assistants that can answer API-field and response-format questions, and supports system mocking so integration tests can run with realistic service behaviour before full infrastructure is deployed. Telefónica also describes AI agents as the next layer of automation, with the ability to use the terminal, install dependencies, run scripts, inspect error messages and resolve issues across end-to-end workflows. In operations, the company has integrated an AI agent into IT support so some onboarding-related access requests can be answered automatically. The source does not name model providers, storage platforms or serving infrastructure, but it does emphasize private infrastructure, least-privilege access, and guardrails for deterministic, validated use in critical systems.
Technical documentation, API definitions and support requests are provided to generative AI and AI agents; the AI interprets documentation, simulates service responses for testing, or handles workflow steps such as answering access tickets, and the outputs are consumed by developers, integrators and internal support users.
"I recently had the chance to try out one of the most interesting use cases: integrating an AI agent into IT support at Telefónica."
"That is why companies such as Telefónica use private infrastructure and strict agreements to protect data."
"Using AI allows us to turn technical documentation into assistants: 'What fields are required for a call to the x API?' or 'In what format is the data returned?'"
"When developing a microservice, or indeed any other software at Telefónica, generative AI acts as an unprecedented accelerator, drastically reducing time-to-market."
"generative AI can be used to simulate the behaviour and responses of a service that already exists or has not yet even been developed"
"they can use the terminal, install dependencies, run scripts, read error messages and resolve them independently."
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Registered office: Gran Vía 28, 28013 Madrid, España.
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