# How Mercado Libre uses Decagon

As published on [decagon.ai](https://decagon.ai/case-studies/mercado-libre), September 2026. Captured by usedby on 2026-10-07.

- Company: [Mercado Libre](https://www.usedby.ai/companies/mercado-libre.md)
- Tool: [Decagon](https://www.usedby.ai/tools/decagon.md)
- Industry: [Marketplace](https://www.usedby.ai/companies/industry/marketplace.md)

## What the story says

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.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the passage quoted above is copied word for word from the page, near the name of Mercado Libre.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Mercado Libre uses Decagon. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/mercado-libre-decagon · How we check: https://www.usedby.ai/methodology