Document :

ITU-D SG01 RAPPORTEUR GROUP MEETING  Contribution  39

Title :

Brazil's experience in expanding digital consumer service channels: the case of Anatel's WhatsApp service

Date :

2026-08-13

Source :

Brazil

AI/Question :

Q5/1

Meeting :

2026-09-28

Access :

Restricted to TIES users [ITU-D]

Abstract :

The contribution presents Brazil's National Telecommunications Agency (Anatel) experience in a significant shift from traditional voice-based customer service to digital channels, reflecting broader trends in digital transformation and consumer behavior. Since 2015, the use of call centers has declined sharply, while web, mobile app, and WhatsApp channels have become the primary means of interaction. Launched in 2025, WhatsApp quickly emerged as a fast-growing service channel, reinforcing the migration toward digital self-service. This transformation has increased the use of digital service channels and, according to Anatel's assessment, contributed to operational efficiencies and the generation of more than US$ 5.8 million in estimated public value. The Brazilian experience demonstrates how regulatory authorities can leverage digital platforms and automation to strengthen consumer protection, promote digital inclusion, and enhance public service delivery.