Document :

ITU-D SG01 RAPPORTEUR GROUP MEETING  Contribution  40

Title :

AI-based regulatory solution to evaluate the informational quality of telecommunications operator responses to consumer complaints

Date :

2026-08-13

Source :

Brazil

AI/Question :

Q5/1

Meeting :

2026-09-28

Access :

Restricted to TIES users [ITU-D]

Abstract :

This contribution presents Avalia, an innovative solution developed by Anatel that uses artificial intelligence to assess the informational quality of responses provided by telecommunications service providers to consumer complaints. In the context of digital transformation and increasing public expectations for more agile, transparent, and effective regulatory actions, the initiative transforms large volumes of consumer complaints into regulatory intelligence that supports evidence-based decision-making.
By combining natural language processing and supervised machine learning techniques, Avalia enables large-scale monitoring of complaint handling quality, promotes consumer protection, strengthens regulatory oversight, and contributes to the adoption of responsible AI practices in the public sector. This contribution shares the regulatory challenges addressed, the methodology adopted, the results achieved, and the potential for replication by other regulatory authorities and public institutions.