SÃO PAULO, BRAZIL – Smartphone manufacturing giant Vivo has partnered with Microsoft to develop a generative artificial intelligence assistant for their call center agents. The project, named “I.Ajuda,” is now being used by all 11,000 Vivo customer service agents.
The goal of I.Ajuda is to improve the quality and speed of customer service. Implemented in partnership with Telefónica Tech, Vivo’s corporate segment, the project is a result of the collaboration announced in April 2023, where Vivo integrated Microsoft Azure OpenAI Service.
This AI-powered tool allows call center agents to use a chat interface to answer customer queries, drawing from more than 30 systems and 2,000 processes. Agents previously used these resources during customer interactions.
According to Vivo, the tool streamlines the call center process by generating simple, direct responses and eliminating repetitive steps. Agents can now access all necessary information within 10 seconds, significantly speeding up their workflow.
Positive effects of Vivo’s GenAI tool
Since its implementation, I.Ajuda has reduced average service time by 9% for individual customers and 4% for companies. Other positive outcomes include higher first-contact resolution rates and improved service evaluation scores.
“We started I.Ajuda in the middle of last year. Our history with data and AI enabled us to quickly adopt this technology, enhancing the customer experience and achieving efficiency gains,” said Ricardo Hobbs, Vivo’s vice president of Strategy, New Business, and Artificial Intelligence.
Hobbs emphasized that the tool has significantly boosted customer satisfaction and operational efficiency.
Andrea Liberman, vice president of Partners and Channels at Microsoft Brazil, highlighted the transformative impact of the project.
“With Microsoft Azure OpenAI Service, Vivo is not just answering calls; it is shaping experiences, optimizing processes, and redefining customer service success. This technology provides the resources needed to improve call center operations, offering better quality and agility in customer service,” she said.
