Vivo Swaps Its Phone Menu for an AI Voice Concierge

Business Key Facts —The change. Vivo is replacing its old press-a-number phone menu with an artificial-intelligence voice concierge. —The setup. The concierge routes callers to three AI agents for service, billing and technical support. —The target. The company wants these agents to resolve about 60% of calls in coming quarters. —The ambition. Longer term, Vivo…