Zenvia doubles service retention rate with intelligent chatbot

Zenvia, which enables companies to create personal, engaging, and seamless experiences throughout the customer journey, recorded a 110% increase in the retention rate of support tickets, i.e., customer loyalty, after implementing the AI Agent.

The project was launched in January 2025, focusing on serving the technology professionals of Zenvia's client companies—a highly technical and demanding audience, making the challenge even more significant. Within just four months, the use of automation to resolve demands grew from 10% to 21.07%, surpassing the initial goal of 20% for the first half of the year.

The initiative prevented the opening of support tickets in the first quarter, demonstrating the direct impact of intelligent automation on operational optimization. The data shows consistent progress: January recorded 11.72% retention, a rate that rose to 12.04% in February, 17.42% in March, and reached 21.07% in April.

According to Fabíola Mazzer, Operations Director, the AI Agent delivered excellent results for clients, so it made sense to start using the solution internally. “The results demonstrate how the strategic implementation of an AI Agent can transform the customer service experience, reducing the demand for human support, increasing problem resolution, and, most importantly, delivering more autonomy and speed to the customer. In addition to improving the customer experience in the support journey, this approach enhances operational indicator results and aids in the efficiency and scalability of service,” states the executive.

In addition to answering questions and handling service requests, the AI Agent can act as a powerful communication channel with customers. It can be used to promote educational activities, such as webinars; communicate product changes with directions to the Help Center; as well as notify system anomalies and provide updates on correction efforts. “Most importantly, all of this can be configured without the need for development or any line of code—simply through the use of prompts, skill creation, and knowledge base updates,” adds Fabíola. 

For the second half of the year, Zenvia plans to extend the solution to the entire product portfolio and enable the support journey via WhatsApp with customer authentication, which will allow for an even smoother and more personalized experience. Users will be able to check the status of their requests, update information, and attach evidence—such as documents, screenshots, or photos—directly through the channel. 

“We believe the tool has the potential to help us even further. Therefore, over the next few months, we will test the chatbot on other channels to explore its potential. The results we have achieved position Zenvia as a benchmark in the application of artificial intelligence for optimizing customer service processes and enable the solution for the entire customer journey, in addition to reinforcing the company's commitment to offering autonomy, agility, and convenience in every interaction,” points out Gilsinei Hansen, VP of Business and Marketing at Zenvia.