Vivo launches ChatGPT plugin for customer service queries

Telefônica Brasil's operator brand Vivo launched a plugin on ChatGPT on Tuesday, September 29. The tool allows consumers to consult information about plans, offers, devices, and services using natural language.

Users can access the tool in ChatGPT's plugins area by searching for Vivo. In this initial stage, the tool is purely informative. It covers connectivity, devices, entertainment, financial services, digital solutions, and support. When users require direct assistance or wish to contract a plan, the plugin redirects them to Vivo's existing channels.

Renata Nobre, director of digital experience at Vivo, stated that the initiative aims to expand the operator's touchpoints, noting that artificial intelligence tools are increasingly relevant to consumer decisions. Tiago Baccala, director of AI at Vivo, stated that all content presented by the plugin is provided, updated, and curated directly by the operator to recommend products that match user needs.

Vivo expects to add transactional capabilities in a later phase. Future features will include issuing duplicate bills, completing prepaid recharges, and purchasing mobile plans directly within the conversational chat.