Zenvia, which enables companies to create personal, engaging, and seamless experiences throughout the customer journey, recorded a 110% increase in ticket retention rates, or customer loyalty, after implementing the AI Agent.
The project began 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. In just four months, the use of automation to resolve demands grew from 10% to 21.07%, surpassing the initial target 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 an 11.72% retention rate, which 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 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. Besides improving the customer experience in the support journey, this approach enhances operational performance indicators, aids efficiency, and scales customer service,’ says the executive.
In addition to answering questions and handling support, the AI Agent can act as a powerful communication channel with customers. It can be used to promote educational initiatives, such as webinars; communicate product changes with directions to the Help Center; and inform about system anomalies and updates on corrective actions. ‘The most relevant aspect is that all 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 half of the year, Zenvia plans to extend the solution to its entire product portfolio and enable the support journey via WhatsApp with customer authentication, allowing for an even more seamless and 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 more. Therefore, over the coming months, we will test the chatbot on other channels to explore its full potential. The results we achieved position Zenvia as a benchmark in applying artificial intelligence to optimize customer service processes and enable the solution for the entire customer journey, reinforcing the company’s commitment to delivering autonomy, agility, and convenience in every interaction,’ notes Gilsinei Hansen, VP of Business and Marketing at Zenvia.
