O desvio produtivo do consumidor

Abstract

The objective of this article is to address the issue of productive deviation, highlighting its concept and defining elements, demonstrating national and international doctrinal production and jurisprudential treatment on the subject, as well as pointing out the possibility of its application in other areas. The article seeks to address the problem of current disregard for the consumer in so-called customer service, where artificial intelligence is misused and leads to further delays in resolving issues. In other words, customer service has been a major obstacle in the resolution of disputes between consumers and suppliers outside of the judiciary. The article was prepared using the hypothetical-deductive method and bibliographic research, with the aim of explaining the difficulties faced by consumers and proving that the useful time spent resolving disputes for which the consumer was not responsible deserves compensation.