Case Study: Mercado Libre delivers 24/7 multilingual concierge support with Decagon AI

Mercado Libre delivers 24/7 concierge customer experiences across 18 countries with Decagon

Mercado Libre, Latin America's leading ecommerce and fintech platform, faced the challenge of scaling modern customer experiences on its outdated voice infrastructure. Its rigid IVR system offered no personalization or visibility into customer intent, creating a black box that was hard to improve. To move to a more agile and people-centric ecosystem, Mercado Libre partnered with Decagon and implemented its Voice AI product.

Decagon deployed cutting-edge AI agents built for the region, providing flexibility for quick iteration without code and real-time analytics through Watchtower for visibility into conversation quality and intent patterns. The solution delivered natural, flowing dialogue in multiple languages and reliable escalation guardrails. As a result, Mercado Libre gained the ability to understand why customers were reaching out, allowing the team to identify patterns and feed those learnings into ongoing improvements across its CX operation far more efficiently.

Mercado Libre