For years, the call center was the frontline of customer relations in retail. It was where problems were solved, debts were negotiated, and the machinery kept running. But this model has shown its limits: expensive, not very scalable, exhausting for agents, and frustrating for consumers. Today, voice artificial intelligence emerges as the turning point in this story, transforming how companies deal with customers—especially when it comes to delinquency.
While Brazil is still in its infancy, countries like the United States, India, and Japan are already reaping significant results. In the U.S., debt collection companies using voice AI report increases of up to 30% in debt recovery rates and reductions in operational costs above 40% (Prodigal). Platforms like Vodex, which automate calls at scale, are capable of making thousands of contacts per hour with strict regulatory compliance and have already recorded cases of a 7x increase in connection rates and a 3x increase in debt recovery (Yahoo Finance). In India, studies indicate that voice bots can multiply valid contact reach by up to ten times, increasing recovery rates by 25% to 40% and reducing service time by up to 50% (Gnani.ai).
It’s not just about efficiency: consumers also report greater satisfaction, as they can resolve pending issues in minutes, without queues, bureaucracy, and at flexible hours. This contrast highlights an important point: Brazil does not lack technology, but the courage to adopt it at scale. The idea still prevails that voice negotiation can only be done by humans, at the risk of losing empathy.
What we are seeing, however, is that well-trained voice AI can offer a more respectful, faster, and even more human experience than the old models. After all, no one considers it empathetic to be stuck for 40 minutes in a phone queue listening to the same hold music. Empathy, in the 21st century, is solving quickly, clearly, and in a personalized way.
The argument that AI threatens human jobs also needs to be put into perspective. International reality shows that it does not replace but complements. While the machine handles repetitive negotiations, human agents are freed to handle more delicate cases that require judgment, flexibility, and sensitivity. This does not eliminate the importance of humans; it only repositions them where they are irreplaceable.
Brazilian retail has a rare opportunity before it. Delinquency in the country remains high, and the cost of collection is prohibitive for many companies. Ignoring voice AI means maintaining heavy, inefficient structures increasingly disconnected from consumer expectations. The most logical path is the same already taken in other markets: incorporate artificial intelligence as a strategic part of the relationship, not just as an automation tool.
The future is not in doubt. The question is not if voice AI will become standard, but when. And those who bet early on this transformation will reap the rewards: increases of up to 47% in recovery rates and reductions of 30% to 80% in operational costs, as already demonstrated in real-world experiences in the international market (Reddit; ClearTouch/McKinsey). From the traditional call center to voice artificial intelligence, the leap is inevitable. And the sooner Brazil takes this step, the sooner it will be able to turn a historical challenge into a competitive advantage.
