Guided in part by that UNESCO paper and by the Hey Update My Voice campaign, Bradesco decided to change BIA's attitude and let her talk back. Now, BIA no longer attempts to remain friendly at all costs. When customers insult or attempt to demean her, she responds with a "don't talk to me like that," demands respect and will even cite articles of criminal law.
No, virtual agents aren't real people and don't have feelings. But disrespect towards them is reflective of stereotypes and gender violence faced by real women. If brands unwittingly create spaces in which verbal abuse and sexual harassment go uncontested, that behavior is deemed tolerable and even accepted. If you haven't already done so, time to check your bot's scripts?
Related: Bogotá hotline aims to dial down violence by getting men to open up.