AI case study

RiachueloCustomer support

Old chatbots resolved 30% without escalation; the rest needed manual back-office steps. Agentic AI on WhatsApp now handles 84% end-to-end.

Published

Key results

Technology Cost Reduction
26%
Self-Service Resolution Rate
84%
Satisfaction Increase
60%

Result highlights

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The story

Context

One of Brazil's leading fashion retailers, managing e-commerce customer support across digital channels with a high volume of post-purchase inquiries including delivery issues and order management.

Challenge

Traditional chatbots resolved only 30% of customer issues without human intervention, leaving the majority dependent on agent escalation. Complex...

Solution
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Quotes

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Also reported by

finance.yahoo.com

The company

Brazilian fast-fashion retail chain offering clothing, accessories, and home goods.

IndustryRetail
LocationGuarulhos, SP, Brazil
Employees10K-50K
Founded1947

The vendor

ROLE IN THIS CASE STUDY

Provided Genesys Cloud Agentic Virtual Agent for autonomous customer interactions on WhatsApp Business.

IndustrySoftware & Platforms
LocationMenlo Park, CA, USA
Employees5K-10K
Founded1990

Use case

Riachuelo's Customer support is part of this use case:

Conversational Commerce
60 case studies(+86% YoY)
Proven impact?
LowModerateVery Strong
5.2Strong
5.1Strongwithin Retail
4.0Moderatewithin Customer Service

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