Normalized claim
Average handling time for individual customers: 9% decrease
average service time, which decreased by 9% in the case of individual customers
Vivo and Microsoft Collaborate to Deploy Generative AI Assistant for Call Center Agents in Brazil
Use case typeContact center modernizationUpdated Jun 20, 2024
Vivo, in collaboration with Microsoft, created I. Ajuda, a generative AI assistant for call center agents in Brazil. The assistant is integrated into chat tools and draws on content from more than 30 systems and 2,000 processes to help agents answer customer questions quickly and consistently. It is used by Vivo's entire call center workforce and is intended to improve service quality, agility, first-contact resolution, and evaluation scores.
- Organization
- Vivo
- Industry
- Tech & Comms
- Location
- Brazil
- Published
- June 2024
Reported outcomes
Average handling time for individual customers: −9%
Time & speed
Agent workforce coverage: 11,000 agents
Catalog median for time & speed deployments: −50% across 295 reported metrics. Compare benchmarks →
Planned next steps
- The source says the pilot could deliver: Reduced repetitive steps in agent workflow.
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Average handling time for corporate customers: 4% decrease
4% in the case of companies
Normalized claim
Agent workforce coverage: 11,000 agents increase
already used by 11 thousand Vivo customer service agents
Normalized claim
Customer service recurrence rate: 87% increase
already using generative AI with an 87% recurrence rate in customer service
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Vivo
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- BNamericas
The solution was deployed to Vivo's entire 11,000-agent call center workforce
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1Contact center modernization
- 2Customer service automation
- Developed I.Ajuda as a generative AI assistant and co-pilot for call center agents.
- Integrated the assistant with chat tools and content from more than 30 systems and 2,000 processes.
- Used Azure OpenAI Service with Vivo's closed environment, security, and compliance controls.
- Enabled agents to access needed information on a single screen in up to 10 seconds.
Technologies
- Average handling time decreased by 9% for individual customers and 4% for corporate customers.
- First-contact resolution and service evaluation scores improved.
- The solution was deployed to Vivo's entire 11,000-agent call center workforce.
- The assistant achieves an 87% recurrence rate in customer service usage.
Architecture
The solution is built on Azure OpenAI Service and integrated with chat tools. It uses content from more than 30 systems and 2,000 processes, runs within Vivo's closed environment, and includes security and compliance protections. Call center agents interact with the assistant as a co-pilot, with feedback from agents and a CT Bots team used to calibrate outputs.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Independent source available
- Quantified outcome available
- Technical implementation details available
Type: News ArticlePublished: Jun 20, 2024Publisher: BNamericasEvidence: SecondaryConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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