According to studies by Pollfish and Zendesk, over 70% of consumers abandon companies after a bad experience, and more than half switch brands after a single customer service failure. To meet this demand for more efficient and empathetic relationships, major telecommunications companies in Brazil are replacing old IVRs with humanized voice virtual agents that simulate real conversations with fluidity, empathy, and personalization.
The demand for voice automation has surged since 2023 and continues to accelerate in 2025 with the advancement of generative AI. According to a Zendesk survey, 78% of customer experiencecustomer experience leaders already see greater acceptance of artificial intelligence by customers, as long as the service is effective and empathetic. In this scenario, voice support has established itself as the most direct, inclusive, and reliable channel for resolving demands, retaining customers, and scaling operations with quality.
According to Daniel Sabença, CEO of Mobcall, a company specialized in AI-powered voice automation which has already automated millions of calls in sectors like telecom, finance, and digital retail, this progress represents a true paradigm shift: “Voice technology has moved beyond simple commands to become a direct, natural, and efficient link between brands and people,” he states. “Today, it’s possible to integrate realistic voice agents with CRMs,gateways payment systems, and complex business workflows, ensuring scalability without loss of quality.”
The solution can also be customized for different demographics, such as elderly users, low-income users, or customers from regions with specific accents. “Voice is the most human channel there is. When we combine this closeness with artificial intelligence, we’re not just automating processes—we’re raising the standard of experience that customers expect from brands,” concludes Sabença.
