{"id":2978,"date":"2025-02-01T13:45:00","date_gmt":"2025-02-01T08:15:00","guid":{"rendered":"https:\/\/tradebrains.in\/brand\/?p=2978"},"modified":"2026-05-08T11:24:46","modified_gmt":"2026-05-08T05:54:46","slug":"disrupting-a-stagnant-industry-camila-zancanellas-ai-vision-for-the-future-of-call-centers-in-the-us","status":"publish","type":"post","link":"https:\/\/tradebrains.in\/brand\/disrupting-a-stagnant-industry-camila-zancanellas-ai-vision-for-the-future-of-call-centers-in-the-us\/","title":{"rendered":"Disrupting a Stagnant Industry: Camila Zancanella\u2019s AI Vision for the Future of Call Centers in the US"},"content":{"rendered":"\n<p>For years, call centers and debt collection agencies in the U.S. have felt like they\u2019re stuck in the past with its endless scripted calls, high turnover, and strategies that just aren\u2019t cutting it anymore.&nbsp;<\/p><div class=\"trade-content\" style=\"margin-left: auto;margin-right: auto;text-align: center;\" id=\"trade-4243636869\"><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-4023722985638610\"\r\n     crossorigin=\"anonymous\"><\/script>\r\n<!-- Trade Brains  - In_content -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:block\"\r\n     data-ad-client=\"ca-pub-4023722985638610\"\r\n     data-ad-slot=\"2055721573\"\r\n     data-ad-format=\"auto\"\r\n     data-full-width-responsive=\"true\"><\/ins>\r\n<script>\r\n     (adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script><\/div>\n\n\n\n<p>But Camila Zancanella, a Brazilian-born co-founder of Domu, is here to change all that. This highly-regarded expert brings artificial intelligence into the field, not just to automate, but to completely rethink the way these industries work.&nbsp;<\/p>\n\n\n\n<p>\u201cI\u2019m aiming to transform the debt collection space totally. In the next five years, I believe AI will replace most traditional call centers, making the whole service experience way better. Call center companies, with their massive number of agents, will evolve as we automate the simple tasks, letting people focus on the important stuff,&#8221; Camila explains.<\/p><div class=\"trade-content_2\" style=\"margin-left: auto;margin-right: auto;text-align: center;\" id=\"trade-3151887212\"><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-4023722985638610\"\r\n     crossorigin=\"anonymous\"><\/script>\r\n<!-- Trade Brains  - In_content -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:block\"\r\n     data-ad-client=\"ca-pub-4023722985638610\"\r\n     data-ad-slot=\"2055721573\"\r\n     data-ad-format=\"auto\"\r\n     data-full-width-responsive=\"true\"><\/ins>\r\n<script>\r\n     (adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script><\/div>\n\n\n\n<p>Leading a six-member team, this tech expert is determined to replace outdated human labor with AI that is faster, smarter, and more empathetic: \u201cOur AI scripting is a bit different. Instead of just bombarding people with a \u2018Pay now\u2019 message, our voice bots understand what customers need and offer payment plans that work for them. It\u2019s like getting the human touch, but with the power of technology. This changes the whole experience of debt collection,&#8221; she explains.<\/p>\n\n\n\n<p>Domu\u2019s AI-powered voice bots are revolutionizing industries by automating routine tasks, such as debt collection and payment inquiries, which traditionally relied on human agents reading from scripts.&nbsp;<\/p>\n\n\n\n<p>The technology has already shown impressive results, with one of its most notable successes being a major telecom company in Latin America. Camila, the driving force behind Domu, proudly shares: \u201cWe boosted their recovery rate by 30-40% in just the first month. Their old agencies were stuck at a 0.8 recovery rate on overdue debts, but we achieved a 1.4 recovery rate. It\u2019s incredible what AI can accomplish when used correctly.\u201d<\/p>\n\n\n\n<p>Camila\u2019s impressive achievements and the rapid growth of Domu have garnered significant recognition. Gina Gotthilf, co-founder of Latitud Ventures, praises Camila\u2019s leadership and her ability to scale the company quickly while preserving a strong, innovative culture: \u201cOne of the things that truly stands out about Camila is how she\u2019s been able to scale Domu so quickly while maintaining a collaborative and creative environment,\u201d she says.<\/p>\n\n\n\n<p>\u201cIt\u2019s not just about the numbers though those are impressive, it\u2019s the way she approaches every challenge with flexibility and a clear focus on long-term growth,\u201d Gina explains.&nbsp;<\/p>\n\n\n\n<p>She also recalls Camila\u2019s knack for forming strategic partnerships with major companies like BBVA and Santander: \u201cCamila is someone who\u2019s always thinking about what\u2019s next, and I have no doubt she\u2019ll continue to lead Domu to even greater success,\u201d Gina adds.<\/p>\n\n\n\n<p>Camila\u2019s drive for innovation is deeply rooted in both her academic and entrepreneurial background. At just 23, she presented her research on&nbsp;<em>Emotional Variables and Their Influence on the Purchase Behavior of Counterfeits<\/em>&nbsp;at the 26th International Symposium at the University of S\u00e3o Paulo. That work later evolved into another accepted paper at the 2019 Association for Consumer Research (ACR) Conference, exploring social risk and ethical dilemmas in consumer behavior, insights that now shape her empathetic AI strategy.<\/p>\n\n\n\n<p>Camila\u2019s passion for transformation stems from her upbringing: \u201cI grew up surrounded by technology, early personal computers at home, that kind of thing. Watching my dad succeed as an entrepreneur really inspired me to build something of my own,\u201d she reflects.&nbsp;<\/p>\n\n\n\n<p>This inspiration led to the creation of Domu, where she now takes on the $15 billion U.S. debt collection market all while transforming the broader call center ecosystem with generative AI.<\/p>\n\n\n\n<p>With a background in business management from her time at Rappi, Makers Fellowship, and a global education at HEC Paris, this visionary leader shakes up the industry that\u2019s overdue for a change.<\/p>\n\n\n\n<p>Her ability to drive innovation has also caught the attention of other industry leaders. Tom Blomfield, Group Partner at Y Combinator and co-founder of Monzo, has worked closely with Camila and praises her exceptional skills: \u201cCamila played a major role in getting the company into Y Combinator and securing its first customers. Her work in developing key technologies and systems, along with her knack for driving revenue growth, shows she has a real talent for turning challenges into big wins for the business,\u201d Tom explains.<\/p>\n\n\n\n<p>Being accepted at Y Combinator is no small feat.&nbsp; Y Combinator is behind household names such as Airbnb, Dropbox, and Stripe. With an acceptance rate of just around 1% for over 10,000 annual applicants, inclusion means the company meets the highest standards of innovation and potential.<\/p>\n\n\n\n<p>Additionally, Camila has become a judge for Y Combinator\u2019s Summer batch. Such role reflects her reputation as a thought leader and influential figure within Silicon Valley\u2019s top-tier entrepreneurial circles.<\/p>\n\n\n\n<p>Camila\u2019s leadership is as innovative as her tech. She works 12-13 hours a day, seven days a week, driven by the belief that \u201cwe\u2019re building something that\u2019ll change call centers forever.\u201d Her team shares that same intensity, transforming voice AI from something robotic into near-human precision in just two years: \u201cIn the beginning, around 2023, the voice just didn\u2019t feel real, it was robotic and slow, and people picked up on that immediately,&#8221; Camila explains.&nbsp;<\/p>\n\n\n\n<p>&#8220;But we weren\u2019t okay with \u2018good enough.\u2019 We pushed hard, and now, just two years later, it\u2019s nearly indistinguishable from a real person. That\u2019s why we have to disclose it\u2019s AI, because otherwise, people can\u2019t tell the difference anymore.&#8221; This rapid evolution shows her talent for scaling innovation, a skill she developed at Rappi, Latin America&#8217;s $5.3 billion \u201cSuperApp,\u201d and as a board member at Makers Fellowship.<\/p>\n\n\n\n<p>Compliance is a major challenge in the U.S., as debt collection rules vary by state: &#8220;Debt collection is tricky. It\u2019s a minefield of rules; one mistake and we could face a lawsuit,&#8221; she says. But rather than seeing this as a hurdle,&nbsp;<\/p>\n\n\n\n<p>Camila has integrated compliance into Domu\u2019s AI workflows, while still boosting client ROI: &#8220;Companies like Atlas, which are growing 20% a week, can&#8217;t just keep expanding their call centers. Our AI grows with them, working around the clock, always providing top-notch service.&#8221;<\/p>\n\n\n\n<p>With a deep understanding of compliance complexities, this expert transforms a daunting industry challenge into a powerful opportunity for businesses to thrive. By integrating AI and scalability, she empowers companies to grow without limits, all while ensuring they comply to the government rules.<\/p>\n\n\n\n<p>Camila\u2019s vision poses a significant threat the world\u2019s largest call center firm with a million agents: \u201cThey\u2019ll automate eventually, but they\u2019re slow, just like how big companies always are,\u201d she predicts. \u201cWe\u2019re small, fast, and already ahead.\u201d Her competitive edge lies in data-driven personalization. The AIs analyze customer profiles to create tailored communication, providing an empathetic scripting that moves beyond the usual \u201cPay now\u201d approach. Instead, her strategy focuses on fostering supportive, human-centered dialogues: \u201cWe want people to feel taken care of, not hounded,\u201d she explains. \u201cThat\u2019s how you disrupt an industry, by making it better, not just cheaper.\u201d<\/p>\n\n\n\n<p>Her vision stretches far beyond debt collection: \u201cCustomer service is evolving with AI. With AI you just have to train it once, and it becomes your most reliable agent every time,\u201d she says. \u201cThere\u2019s no need for retraining, and definitely, no turnover.\u201d&nbsp;<\/p>\n\n\n\n<p>This scalability, combined with her data-driven focus on ensuring clients achieve at least a 5x return on investment (ROI), makes Domu a model for the future.&nbsp;<\/p>\n\n\n\n<p>Moreover, she is also an angel investor with B2 Founders,&nbsp; a network dedicated to supporting entrepreneurs. There, she has contributed to the launch and growth of more than 20 startups throughout Latin America. Through this work and her involvement as a judge at the highly selective and prestigious Y Combinator, Camila continues to shape the next generation of tech leaders.<\/p>\n\n\n\n<p>\u201cI want to be remembered as the person who led this change,\u201d she says. With Domu securing deals with major Fortune 500 insurers and a game-changing vision to revolutionize call centers, this sought-after expert is undoubtedly on a path to reshape industries, proving that a strong vision, backed by action, can radically transform a business.<\/p>\n\n\n\n<p>Camila believes in five years, call centers won\u2019t need as many humans as they do now: \u201cThis industry has been stuck for 40 years, with emails just replacing letters. We\u2019re here to change that.\u201d<\/p>\n\n\n\n<p>Camila\u2019s journey with Domu gives us a sneak peek into a future where technology and humanity coexist to deliver better, more innovative, and more compassionate solutions. Her success is both proof and reminder that innovation isn\u2019t solely focused on speed and efficiency; it\u2019s also about making people feel heard and valued.&nbsp;<\/p>\n\n\n\n<p>This tech expert has shown that when you mix empathy and leadership, you can spark a real change across an entire industry. This is only the beginning, and Camila is poised to change the way we think about AI and human connection forever.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<h5 class=\"wp-block-heading\"><em><strong>Written By Zoe Scotman<\/strong><\/em><\/h5>\n<\/blockquote>\n\n\n\n<p><\/p>\n<div class=\"trade-after-content\" id=\"trade-2139411286\">Disclaimer: This content does not have journalistic\/editorial involvement of Trade Brains Team. Readers are encouraged to conduct their own research before making any decisions.<\/div><div class=\"trade-disclaimer\" id=\"trade-2456822208\"><div id=\"taboola-below-article-thumbnails\"><\/div>\r\n<script type=\"text\/javascript\">\r\n  window._taboola = window._taboola || [];\r\n  _taboola.push({\r\n    mode: 'alternating-thumbnails-a',\r\n    container: 'taboola-below-article-thumbnails',\r\n    placement: 'Below Article Thumbnails',\r\n    target_type: 'mix'\r\n  });\r\n<\/script>\r\n<script type=\"text\/javascript\">\r\n  window._taboola = window._taboola || [];\r\n  _taboola.push({flush: true});\r\n<\/script><\/div>","protected":false},"excerpt":{"rendered":"<p>For years, call centers and debt collection agencies in the U.S. have felt like they\u2019re stuck in the past with its endless scripted calls, high turnover, and strategies that just aren\u2019t cutting it anymore.&nbsp; But Camila Zancanella, a Brazilian-born co-founder of Domu, is here to change all that. This highly-regarded expert brings artificial intelligence into [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":2979,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[15],"tags":[1033],"class_list":["post-2978","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-zoe-scotman"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Disrupting a Stagnant Industry: Camila Zancanella\u2019s AI Vision for the Future of Call Centers in the US - Trade Brains<\/title>\n<meta name=\"description\" content=\"For years, call centers and debt collection agencies in the U.S. have felt like they\u2019re stuck in the past with its endless scripted calls, high turnover, and strategies that 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