2,000 service seats. Three months. 75% less human volume.
How Brasil Antenado replaced most of its call center with AI agents on WhatsApp, RCS and SMS — saving R$150 million in one year.
The program serves millions of citizens a month, nationwide. That used to require more than 2,000 human service seats. Volume was growing faster than the call center budget.
Agentic service across messaging channels, with AI agents that read the audio and images citizens send and qualify each case on their own. The human team kept the exceptions.
Five million conversations a month
Citizens who reach out on their own and get an immediate answer, at any hour.
Proactive contacts for communication, guidance and follow-up, spread across the three channels.
Conversations started each month across the three channels, under the same service rules.
From 2,000 service seats to an agentic operation in three months
Human service seats carried every citizen contact, with cost and capacity bound by call center scale.
Reduction in human service within three months, with the remaining team focused on exception cases.
What makes it resolvable without a human
Citizens send whatever is at hand: a voice note, a photo of the equipment, a short message. The agent has to understand all three.
AI agents
They carry the conversation from start to outcome, in plain language, with the same rules across all three channels.
Audio transcription
WhatsApp voice notes are transcribed and handled as text — people who prefer to speak are not left out.
Image interpretation
Photos sent by the citizen are read by AI to qualify the case and shorten the path to a solution.
Products in operation
Goatable orchestrates the operation across the three messaging channels and fires the proactive contacts; CX Agents run the conversation with audio and image reading; Macro Insights tracks volume, outcome and cost per contact.
How much of your human service is genuinely an exception?
We map the operating design, the channels involved and the projected cost per contact for your scenario.