Case Study: Telefônica Vivo achieves faster, AI-driven social customer service with Sprinklr

Telefônica Vivo Brasil scales customer service on social channels with Sprinklr AI

Telefônica Vivo, Brazil’s largest telecommunications company, needed a way to handle about a million inbound social-channel messages each year while keeping service fast, human, and on-brand. To scale customer care without adding more agents, the company turned to Sprinklr Service and its AI capabilities.

Sprinklr implemented AI-driven automation, including smart routing, agent assist with Smart Responses, CSAT prediction, crisis detection, and purchase-intent identification. As a result, Telefônica Vivo cut average response time by 65%, used Smart Responses in 70% of replies, automatically closed 23% of cases in 2021, improved case-resolution speed by nearly 10 percentage points, and increased spontaneous positive feedback by 137%.

Telefônica Vivo

José Reginaldo

Senior Manager of Customer Experience