Zenvia, which enables companies to create personalized, engaging, and seamless experiences throughout the customer journey, recorded a 110% increase in the customer support ticket retention rate, i.e., customer loyalty, after implementing the AI Agent.
The project was initiated in January 2025, focusing on serving the technology professionals of Zenvia's client companies – a highly technical and demanding audience, which makes the challenge even more significant. In just four months, the use of automation to address demands increased 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 a 11.72% retention rate, which increased 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 in-house."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, providing more autonomy and speed for the customer. In addition to improving the customer experience in the support journey, this approach enhances operational indicator results, aids in the efficiency and scalability of support," affirms the executive.
In addition to answering questions and providing support, the AI Agent can serve as a powerful communication channel with clients. It can be used to promote educational actions, such as webinars; communicate product changes with guidance to the Help Center; as well as report system anomalies and updates on the correction efforts."The most important thing is that all of this can be configured without the need for development or any line of code — just by using prompts, creating skills, and updating knowledge bases," adds Fabíola.
For the second semester, 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 more seamless and personalized experience. Users will be able to check the status of their tickets, update information, and attach evidence — such as documents, screenshots, or photos — directly through the channel.
"We believe that the tool has the potential to help us even more. Therefore, over the next few months, we will test the chatbot on other channels to explore its potential. The results we have obtained position Zenvia as a reference 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 providing autonomy, agility, and convenience in every interaction," says Gilsinei Hansen, VP of Business and Marketing at Zenvia.
