How Vivo uses artificial intelligence to improve customer experience and establish creative partnerships with large companies and startups
The discussion revolves around the evolution of artificial intelligence (AI) and its integration into business operations, particularly at Vivo, where Adriana Lica serves as the Director of Data and AI. In a podcast episode hosted by Marisa da Silva, Lica outlines how Vivo has been leveraging AI since 2014 to enhance customer service and operational efficiency. The main AI tool, called "aura," processes millions of customer interactions monthly across various platforms, enabling customer support, billing inquiries, and sales. Lica highlights the shift towards "action models" within AI—moving beyond just responding to questions to actively solving problems within the organization. The introduction of generative AI technologies has accelerated Vivo's initiatives, leading to improvements in both customer experience and employee support. Vivo has adopted a centralized governance model to ensure data security and effective use of AI across departments. Their focus is divided into two main areas: enhancing customer interactions through AI-driven solutions and supporting employees with tools that aid customer support staff. The partnership between Vivo and major tech companies like Microsoft and Google has been crucial for accessing cutting-edge technologies and fostering innovation. Through collaboration with these partners, Vivo aims to improve AI capabilities while safeguarding customer data. Overall, the conversation emphasizes Vivo's commitment to integrating AI to refine service delivery and operational processes, as well as its strategic partnerships to enhance AI expertise and application.