Mercado Libre . E-commerce and fintech

Voice AI agents replacing IVR menus

Production

Pilot

Production

Scaled

Killed

Decagon's agents delivered natural, flowing dialogue that customers responded to with confidence.From the source, 2026-10-17 (source shows no clear date; this is when we checked it)

What happened

Mercado Libre replaced rigid press 1, press 2 phone menus with Decagon voice AI agents. Decagon's case study says the team tuned the Brazilian Portuguese experience with a dedicated reviewer, set clear escalation rules, and increased the share of calls the agents handled week by week as confidence grew. This is a vendor-published account.

Sources

Mercado Libre customer story (Decagon)

Company: Mercado Libre
Industry: E-commerce and fintech
Vendor / platform: Decagon
Type: Voice agent
Status: Production
Evidence date: 2026-10-17 (source shows no clear date; this is when we checked it)
Source: https://decagon.ai/case-studies/mercado-libre
Notes: Vendor-published case study.
Last checked: 2026-10-17

Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.