Consumer Day, officially celebrated on March 15th, goes beyond a symbolic date: it is a phenomenon that moves millions and exposes one of the biggest challenges for Brazilians – the difficulty in resolving conflicts with companies. This year, the promotions last throughout the week, according to FecomercioSP's recommendation, in a strategy that has become a tradition in retail to boost sales during a traditionally weaker period. In 2024, the data moved R$ 602.8 million, and the expectation for 2025 is that this number will be surpassed, driven by aggressive discounts and payment facilities.
However, behind the offers and the heated consumption, a chronic problem persists: consumers' difficulty in resolving conflicts with companies. Incorrect charges, service failures, and discrepancies in accounts are still frequent complaints, often resulting in hours of waiting for customer service or lengthy legal processes. It is in this context that Resolva AI emerges, a platform that uses artificial intelligence to transform the relationship between consumers and companies.
Launched in January 2025, the tool is the first in Brazil dedicated exclusively to solving large-scale problems through AI. Developed on the AI first model, it aims to challenge the traditional Customer Service model, offering a faster and more efficient alternative.
Since its launch, the platform has processed nearly 3,000 tickets, with a resolution rate that jumped from 70% to up to 90% in recent weeks. The Net Promoter Score (NPS) of 90 – a satisfaction indicator that exceeds the industry average – reinforces the effectiveness of the tool. The platform also stands out for its collaborative approach: by registering their business rules in the system, companies can resolve issues before they become major conflicts.
“In addition to offering a simplified experience for users, our platform provides companies with a structured and effective way to deal with complaints, helping to improve their internal processes.”, explains Vicente Camilo, founder of the platform.
How the platform works
Resolva AI acts as a free virtual assistant available 24 hours a day. The process is simple: the user describes their problem on the platform, which, in a few minutes, interprets the complaint and offers a solution. After consumer approval, the tool operates autonomously – whether by calling the company on behalf of the user, promoting reconciliation, or, in more complex cases, preparing an initial petition for the Court.
“ Resolva AI comes with the conviction that consumers do not just want to complain, but to solve their problems quickly and efficiently.”, reinforces Vicente Camilo.
The tool is already available for the telecommunications sector, one of the leading complaint sectors in the country, and is expected to expand its reach to e-commerce, banks, financial institutions, and aviation by June 2025. By the end of the year, the goal is to cover all major customer experience (CX) markets in Brazil.
A new chapter for Consumer Day
While Consumer Week continues to boost commerce, Resolva AI arrives as an innovative solution to one of the industry's biggest challenges: swift and efficient problem resolution. The platform simplifies consumers' lives and offers companies an opportunity to improve their processes and reduce litigation costs.
With ambitious expansion plans, the platform promises to strengthen the relationship between customers and companies, marking a new chapter in the history of Consumer Day in Brazil. In a country where bureaucracy and sluggishness are still obstacles, artificial intelligence can be the key to a fairer and more efficient experience, democratizing access to conflict resolution.
