Overview
- Grupo Televisa said customer support for both brands will move to 100% AI, ending human-staffed call centers.
- The rollout will use platforms from Oracle, Salesforce and Amazon Web Services.
- CEO Francisco Valim reported significant results from recent trials and confirmed the move during the Q4 2025 earnings call.
- The company has not disclosed how many call centers or jobs will be eliminated under the transition.
- Izzi’s workforce declined from 7,653 in 2022 to 5,450 by end-2024, with reductions concentrated in customer service as the group pursues margin improvements after the December 2025 consolidation.