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How Mercado Libre uses Decagon

As published on decagon.ai, September 2026. Captured by usedby on Oct 7, 2026.

What happened

Mercado Libre replaced its rigid IVR phone menus with Decagon voice AI agents that hold natural conversations with customers across languages, including Brazilian Portuguese. The team uses Decagon's Watchtower analytics to monitor production, analyze why customers call, and find more issues the agents can resolve on their own.

Summary written by usedby from the source page, in English. The figures are those of Decagon and Mercado Libre, not ours.

Watchtower has become central to how the team operates day-to-day. The team uses the tool for technical monitoring, real-time production checks during product changes, intent analysis, and identifying opportunities for the agents to resolve issues independently.

From the page. decagon.ai, captured Oct 7, 2026

What we have now is the ability to understand why our customers are reaching out. That insight simply didn’t exist before.

Belen Pingitore, Senior Manager, Financial Planning and Vendors, Mercado Libre. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Mercado Libre.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Mercado Libre uses DecagonCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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