E-commerce & Retail
Mercado Libre LATAM voice concierge agent
Mercado Libre uses Decagon Voice to replace rigid IVR menus with natural conversations across LATAM support.
Author: Decagon
What was done
Mercado Libre adopted Decagon Voice to modernize a legacy IVR channel that gave little visibility into why customers were calling. The agent supports natural voice conversations, fast escalation guardrails, Brazilian Portuguese quality tuning, and analytics through Watchtower. The workflow helps the team identify intent patterns, monitor production behavior during product changes, and iterate agent instructions without waiting on engineering for every update.
Stack
Decagon Voice
Watchtower
Agent Operating Procedures
Portuguese QA