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 humanized voices that simulate 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 c leadersCustomer experiencethey already perceive greater acceptance of artificial intelligence by clients, as long as the service is effective and empathetic. In this scenario, voice support consolidates itself as the most direct, inclusive, and reliable channel to resolve demands, retain customers, and scale operations with quality.
SecondDaniel Sabença, CEO of Mobcall, a company specialized in AI voice automationHaving already automated millions of calls in sectors such as telecommunications, finance, and digital retail, this advancement represents a true paradigm shift: "Voice technology has ceased to be a resource limited to simple commands and has become a direct, natural, and efficient link between brands and people," he states. Today, it is already possible to integrate agents with realistic voice into CRMs,gatewayspayment and complex commercial flows ensuring scalability without loss of quality.
The solution can also be customized for different profiles, such as the elderly, low-income users, or clients from regions with specific accents. "The voice is the most human channel that exists. When we manage to combine this closeness with artificial intelligence, we are not just automating processes, we are raising the standard of experience that customers expect from brands," he concludes.Sabença.
