Cases_ 01_ Vivo
Inbound sales channels, fully agentic
How Vivo modernized inbound customer acquisition with a 100% agentic operation — increasing conversion and reducing operational complexity.
4.75×
growth in Vivo Fibra
6.6×
growth in Vivo Play TV
Challenge_
Modernize inbound customer acquisition, increasing conversion and reducing operational complexity.
Solution_
A fully agentic operation across three channels: WhatsApp, inbound voice and backoffice — orchestrated by Goatable.
WhatsApp
Inbound voice
Backoffice
Scope of the operation
Inbound B2C_
Vivo Fibra
Vivo Total
Vivo Controle
Vivo Play TV
Inbound B2B_
Vivo Fibra
Vivo Móvel
Digital services
Outbound_
Vivo Controle Portabilidade
Architecture_
Products in operation
Goatable orchestrates the CX agents across the three channels; Learning Agents continuously optimize conversion; Interoperability Agents operate Vivo's systems; Macro Insights monitors everything in real time.
How the transformation happened
01
Absorption
Study of the existing operation's channels, products, scripts and systems.
02
Hybrid operation
Agents take over journeys under human supervision and continuous comparison.
03
Agentic operation
Inbound channels 100% executed by agents, with escalation by exception.
04
Continuous optimization
Learning Agents raise conversion every cycle: 4.75× in Fibra, 6.6× in Play TV.