According to studies by Pollfish and Zendesk, more than 70% of consumers give up on companies after a bad experience, and more than half brand change after a single service failure.To respond to this demand for more efficient and empathetic relationships, large telecommunications companies in Brazil are replacing the old IVRs with virtual agents with a humanized voice, which simulate real conversations with fluidity, 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 a survey by Zendesk, 78% of the leaders of thecustomer experience they already perceive greater acceptance of artificial intelligence by customers, provided that the service is effective and empathetic. In this scenario, voice service is consolidated as the most direct, inclusive and reliable channel to solve demands, retain customers and scale operations with quality.
According to Daniel Sabenca, CEO of Mobcall, a company specializing in voice automation with AI having already automated millions of calls in sectors such as telecom, finance and digital retail, this advance represents a real paradigm shift: “Voice technology is no longer a resource limited to simple commands and has come to act as a direct, natural and efficient link between brands and people”, says. “Today, it is already possible to integrate agents with a realistic voice into CRMs gateways payment and complex business flows ensuring scalability without loss of quality”.
The solution can also be customized for different profiles, such as seniors, low-income users or customers from regions with specific accents.“A voz is the most human channel there is. When we manage to combine this proximity with artificial intelligence, we are not only automating processes, we are raising the standard of experience that customers expect from” brands, he concludes Sabenza.
