BrazilTechnology and telecom2023 – ongoing

Telefônica Brasil (Vivo)

I.Ajuda AI assistance for call center agents

Telefônica Brasil cuts call handling time 9% for individual customers with AI agent support

WorkingVendor's case studyVendor ↗

Problem

The telecom's 23,000 service agents field about 5.3 million questions a month. Finding answers during calls took time.

Approach

In 2023 it launched I.Ajuda. Azure OpenAI Service reads the context of a customer inquiry and drafts responses for agents, with Document Intelligence organizing conversation data. Speech analytics for call quality is being added.

Results

9%Reduction in average handling time for individual customersVendor's case study[1]

4%Reduction in average handling time for business customersVendor's case study[1]

Takeaway

Average handling time fell 9% for individual customers and 4% for businesses. The company is weighing more than 20 further AI uses.

Sources

Telefônica Brasil customer story (Azure OpenAI Service)
Microsoft2 Apr 2025Vendor publication

Source summaries

[1]Microsoft2 Apr 2025

Microsoft explains how Telefônica Brasil supports call center agents with generative AI. Microsoft reported handling time cuts of 9% for individual customers and 4% for businesses.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026