Bots failed on complex returns, forcing calls. AI agents now use live supply chain data to resolve 60% of WhatsApp inquiries.
A leading Latin American retailer serves 36 million customers across seven countries, managing diverse business lines from supermarkets and home improvement to financial services.
Rising digital sales drove a spike in inquiries, but legacy chatbots could not distinguish complex return policies for refrigerators versus t-shirts....
“Returning a refrigerator or a TV is different from returning a T-shirt, or a carton of milk. There are a lot of processes, definitions, and policies around what you can return, when, and how depending on the product. And solutions are different in every country. Training a human being to really understand what to do in every single situation is extremely difficult.”
Multinational department store and e-commerce retailer in Latin America.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Falabella's Customer support is part of this use case:
Related implementations across industries and use cases
37M product listings, and shoppers navigated alone. Now Lu guides the whole journey—search to checkout—inside WhatsApp.
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Associates manually routed complex tickets and managed 47K product tags. Now, AI agents triage requests and classify attributes.
37M product listings, and shoppers navigated alone. Now Lu guides the whole journey—search to checkout—inside WhatsApp.
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Bots failed on complex returns, forcing calls. AI agents now use live supply chain data to resolve 60% of WhatsApp inquiries.
A leading Latin American retailer serves 36 million customers across seven countries, managing diverse business lines from supermarkets and home improvement to financial services.
Rising digital sales drove a spike in inquiries, but legacy chatbots could not distinguish complex return policies for refrigerators versus t-shirts....
“Returning a refrigerator or a TV is different from returning a T-shirt, or a carton of milk. There are a lot of processes, definitions, and policies around what you can return, when, and how depending on the product. And solutions are different in every country. Training a human being to really understand what to do in every single situation is extremely difficult.”
Multinational department store and e-commerce retailer in Latin America.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Falabella's Customer support is part of this use case:
Related implementations across industries and use cases
37M product listings, and shoppers navigated alone. Now Lu guides the whole journey—search to checkout—inside WhatsApp.
IT reporting took 10 mins while shoppers waited. AI now captures tickets via voice or text, cutting resolution time from 2 hours to 30 mins.
Associates manually routed complex tickets and managed 47K product tags. Now, AI agents triage requests and classify attributes.
37M product listings, and shoppers navigated alone. Now Lu guides the whole journey—search to checkout—inside WhatsApp.
Rising volumes strained support teams. Now, AI handles routine admin, freeing human experts to design complex luxury itineraries.
Recruiters juggled disconnected systems while managers fielded candidate calls from the back office. An AI now screens and engages 24/7.
An aging homegrown CRM held back 1,700 agents. Now, an AI co-pilot helps them draft faster, higher-quality emails from a single screen.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.