According to studies by Pollfish and Zendesk, over 70% of consumers give up on companies after a bad experience, and more than half switch brands after a single service failure. To meet the demand for more efficient and empathetic relationships, major telecommunications companies in Brazil are replacing old IVRs with virtual agents with human-like voices, simulating real conversations with fluency, empathy, and personalization.
The search for voice automation has skyrocketed since 2023 and continues to accelerate in 2025 with the advancement of generative AI. According to Zendesk’s survey, 78% of customer experience leaders already see greater acceptance of artificial intelligence by customers, as long as the service is effective and empathetic. In this scenario, voice service consolidates as the most direct, inclusive, and reliable channel to address demands, retain customers, and scale operations with quality.
According to Daniel Sabença, CEO of Mobcall, a company specialized in voice automation with AI that has already automated millions of calls in sectors such as telecom, finance, and digital retail, this advancement represents a true paradigm shift: “Voice technology has ceased to be limited to simple commands and now acts as a direct, natural, and efficient link between brands and people,” he states. “Today, it is already possible to integrate agents with realistic voices into CRMs, payment gateways, and complex business flows, ensuring scalability without loss of quality”.
The solution can also be customized for different profiles, such as the elderly, low-income users, or customers from regions with specific accents. “Voice is the most human channel that exists. When we can combine this closeness with artificial intelligence, we are not just automating processes, we are raising the standard of experience that customers expect from brands,” concludes Sabença.
