Summary
Challenge
BRCom serves thousands of subscribers a month and wanted to grow without growing its support payroll at the same pace. The most common requests (payment, duplicate invoices, unlocks, unstable internet) were repetitive and depended on lookups in SGP, its ERP.
Solution
In April 2026, BRCom moved its support to Talqui and, in June, connected the AI agent to SGP. The AI answers first on every channel, resolves first-level billing and technical requests and transfers the rest to three agents.
Results
In October 2026, the AI resolved 83% of conversations and took part in 91% of them. More than 5,000 customers were served in the month with 3 agents, over 1,500 customers per agent.
About BRCom
BRCom is an internet service provider in Pernambuco, Brazil, that uses SGP as its ERP. Since April 2026, all of its support goes through Talqui: WhatsApp through the official API, a second WhatsApp number, Telegram and, since October, the webchat on its website.
The operation is lean on purpose: three agents and the AI agent, organized in one triage inbox and one collections inbox. In October 2026, this structure served more than 5,000 different customers, in thousands of conversations (counting collections campaigns).
The challenge: growing the base without growing the payroll
At an ISP, support volume grows along with the subscriber base. Every due date brings hundreds of invoice requests and payment receipts; every network fluctuation brings dozens of complaints at once. With human-only support, the math is straightforward: more subscribers need more agents, and customers wait in the queue at peak times.
BRCom wanted the opposite path: let the machine resolve what is repetitive and keep a small, experienced team for the cases that need judgment, such as negotiation, cancellation and technician visits.
How BRCom uses Talqui
AI up front, on every channel
The AI agent handles the first message from any channel. It greets the customer, identifies the subscriber by tax ID (CPF) in SGP and follows the procedure for the topic. In 91% of October's conversations, the AI took part.
SGP integration to resolve, not just answer
Through the SGP integration, the AI looks up contracts and invoices, sends the Pix code and the duplicate invoice, receives the receipt, checks the payment, performs the trust unlock, checks the connection status and opens the technical ticket. The topics it handled most between August and October were payment confirmation, payments, unstable internet, account ownership transfer and trust unlock.
Three agents for what needs a person
What the AI should not resolve on its own goes to the team's queue, with the history. An automation bulk-closes idle conversations, so the queue only shows what is actually waiting for someone. So each of the three agents handles hundreds of conversations a month, not thousands.
Results: over 80% automation since July
- automation in October
- 83%
- resolution rate in conversations the AI handled
- 90%
- of service, with the AI also answering before 8 a.m. and after 6 p.m.
- 24h
- median time to the AI's first response
- 33 s
In May, before the AI agent, every conversation of the month depended on the team. In June, the first month with the AI, automation reached 65%. From July on it stayed above 82% every month, peaking at 89%.
| Month | Resolution | Automation |
|---|---|---|
| May 2026 | – | 0% |
| June 2026 | 95% | 65% |
| July 2026 | 94% | 89% |
| August 2026 | 90% | 86% |
| September 2026 | 96% | 88% |
| October 2026 | 90% | 83% |
How much BRCom no longer spends on support
A simple calculation, using BRCom's own numbers. With the team's real productivity, serving with people also the conversations the AI resolves would take the equivalent of half a dozen more agents, a team three times larger.
In Pernambuco, the median hiring salary for a telemarketing operator is R$1,518 per month, according to our salary pages (in Portuguese), built with data from Brazil's Novo CAGED employment registry. With payroll taxes, the 13th-month salary and vacation pay, each person costs between R$1,958 (Simples Nacional, Brazil's simplified tax regime) and R$2,462 (Lucro Presumido, the presumed-profit regime) per month, before transport, meal and health plan benefits.
- the team size it would take without AI
- 3x
- a month in salary and charges for those agents alone
- R$10k+
- customers per agent with AI
- 1,500+
The calculation leaves out benefits, supervision, equipment, turnover and the night and weekend on-call coverage that the AI provides at no extra cost. Use the customer service salary pages (in Portuguese) to redo the calculation with the role and state of your own operation.
How to replicate this at your ISP
- Connect the ERP (SGP, IXC, MK Solutions, Hubsoft or Leaf) before turning on the AI: without looking up the contract, it can only answer, not resolve.
- Write one procedure per topic, starting with billing, which concentrates the volume.
- Keep a triage inbox for what the AI transfers and a collections inbox for campaigns.
- Bring the same service to every channel: the agent handles WhatsApp, Telegram and webchat with the same rules.