Nova Realidade Covid-19 após 1 ano

New reality | Digital Customer and Digital Business Digital relationship with customers for segments B2C and B2B, RPA and AI / ML, Blockchain As of March 2020, people and companies had to face an intense process of Digital Transformation. The Covid-19 pandemic forced the suspension of physical store activities and the adoption of internet and smartphone channels to continue selling and relating to the customer. Among the forms of relationship with the customer are: • Data from audios and links • Hybrid service model • Home care • Anticipation of demands • New role for customer service The main mobile operators in the Brazilian market (Claro, TIM and Vivo) recorded important advances in digital customer service throughout 2020. Enthusiastic about the model, Anatel, however, still sees transparency and quality challenges to be faced. According to ANATEL, last year, around 47% of Brazilian consumers contacted operators through digital channels. In the case of Vivo, the VP of customer experience, Fabio Avellar, revealed that 80% of the interactions received by tele occurred from the Meu Vivo app. The platform would have 80 million contacts a month and about 19 million unique users. "Customers have changed consumption habits very quickly", noted the executive, citing the de covid-19 pandemic as one of the causes. Contact with customers through artificial intelligence platforms has also grown a lot in recent months, as is the case with Vivo's AURA. { Quer saber? Fale com a AURA Ainteligencia artificial da Vivo. KPMG MÓVEL 2021 KPMG Auditores Independentes Ltda., a Brazilian limited liability company and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. BD210890 αν Página | 51

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