When your team spends more time managing than selling, something has to change
Mega Alimentos is a company that has built a genuine connection with consumers through products that are part of everyday life in Mexico and have transcended its borders. With a strong position in the sauces market, a consolidated offering in dressings and beverages, and undisputed leadership in chamoy, its growth has gone hand in hand with constant operational evolution, aligned to the demands of an increasingly dynamic market.
Like many organizations with an active commercial operation, they faced a key challenge: valuable talent focused on operational tasks that, while necessary, did not generate the greatest impact on the business.
The decision was clear: transform the way they operate. Not through more headcount, nor by adding another isolated system, but by designing an artificial intelligence agent capable of integrating into the real flow of the business.
This is how Malia was born — an AI assistant that today manages orders simultaneously through voice, WhatsApp, email, web chat, and PBX, fully integrated into their digital ecosystem.
Not to replace people, but to free their capacity and focus it on what truly generates value.
This is the story.
The starting point
Mega Alimentos' commercial model always worked. But as it grew, challenges emerged that any company with an active commercial operation will recognize:
"It was not a trend-driven decision. It was because we had a real problem and we saw that AI was the tool to solve it." Antonio Treviño Pérez, Director of Digital Transformation
This is not unique to distribution. Any company where the team handles a high volume of repetitive interactions faces the same challenge: hotels that miss reservations outside office hours, fleet managers receiving hundreds of daily calls for breakdowns and approvals, debt collection firms needing to contact thousands of debtors, technical services overwhelmed with follow-ups, or clinics where reception manages appointments instead of attending to in-person patients. The sector differs. The problem is the same.
The decision
With Telvia, they built Malia (Mega Alimentos + AI): an AI agent connected directly to their digital ecosystem that serves customers through whichever channel they prefer, simultaneously. This is not a chatbot with predefined options. It is an agent that knows each customer by name, knows what they buy, at what price, under what conditions, and manages a complete order from start to finish. They are currently the only company in Mexico operating with voice and WhatsApp simultaneously within a single agent.
What Malia can do
The customer calls and says what they need. Malia understands it, cross-references their purchase history, calculates prices, and confirms the order.
A 20-second voice note saying what they need. Malia transcribes it, interprets the products and quantities, and generates the order.
A photo of a handwritten purchase order. Malia reads it, extracts products and quantities, and processes it against the system.
A formal purchase order in PDF format. Malia extracts the information and generates the order just as if it had been placed over the phone.
It knows their name, purchase history, personalized catalog, pricing, and commercial terms. Like a veteran sales rep.
If a request falls outside the norm, if the customer asks for something not in their catalog, or if they simply want to speak with a person, Malia detects it and transfers to the sales rep with full context: who they are, what they ordered, what was discussed. The rep picks up without the customer having to repeat anything.
Before vs. now
"Congratulations. You are the first supplier to offer me a new way to place orders."
A wholesale customer of Mega Alimentos. Javier Hernández, Digital Channel Manager, visited them in person to explain what Malia was. He gave a live demo: first a real call where the agent took an order by voice, then a WhatsApp message where the customer sent a photo of their order and Malia processed it instantly. The customer saw it working in front of them. They adopted it that same day.
How the process worked
Mega Alimentos provided the business knowledge. Telvia designed the agent architecture, connected it to their digital ecosystem, trained natural language understanding across all four channels, configured human escalation rules, and deployed the system to production.
The first project was not order management. It was automating the phone switchboard. Telvia built a voice agent that answered incoming calls, identified the reason for the call, and routed messages to the appropriate department. It was live within days. This allowed both teams to validate the technology and establish a working relationship without touching the commercial operation.
Mega Alimentos transferred their commercial knowledge: customer catalogs, custom pricing, terms, regional rules. Telvia structured it so the agent could query it in real time against Mega's digital ecosystem. If Malia was going to talk to real customers, it could not get a price or delivery condition wrong.
Sessions with each commercial region and in-person customer visits to run live demos. Technology without adoption is worthless. Most companies skip this step.
They started with lower-volume customers across 3 regions. Telvia monitored every interaction, adjusted the agent's comprehension, and resolved any failures. Each problem fixed there was one less problem at scale. Within three months they covered all of Mexico.
What has changed
From the first pilot to operating across all 6 commercial regions of Mexico took three months.
Customers who previously had no service now receive 24/7 attention through whichever channel they prefer. The sales team is focused on developing the accounts that move the needle. And no one lost their job.
And this is just the beginning. The next steps are already underway: real-time inventory, a field sales assistant, personalized marketing campaigns, and price intelligence by region. What started as an agent for taking orders is becoming the way Mega Alimentos will sell in the years ahead.
Why Telvia
Mega Alimentos evaluated several alternatives. What made the difference was not the technology, but how Telvia works. They did not deliver a product. They built the agent inside the business, adapting to Mega's processes, systems, and commercial culture.
"They had the maturity to share what they know how to do. People who share their knowledge are not afraid, and that makes them unique."
Integration and security
"In billiards, a skilled player does not get excited about the first ball — they leave the cue ball in position for the next shot. That is what we are doing with AI. Do not invent problems to implement it. Start with a real need, start small, and be ready, because it will reveal exactly what level of business you really have."