Vivo is retiring its old press-a-number phone menu for an AI voice concierge, aiming to resolve most of its customer calls without a human agent.
Key Facts
—The change. Vivo is replacing its old press-a-number phone menu with an artificial-intelligence voice concierge.
—The setup. The concierge routes callers to three AI agents for service, billing and technical support.
—The target. The company wants these agents to resolve about 60% of calls in coming quarters.
—The ambition. Longer term, Vivo aims for 70% of call-center contacts to be handled with no human at all.
‘Concierge de IA’ fará atendimentos por voz e texto, com o cliente falando ou escrevendo
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