Zenvia, which enables companies to create personal, engaging, and seamless experiences throughout the customer journey, saw a 110% increase in ticket retention rate, in other words, 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, making 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 semester.
The initiative prevented the opening of support tickets in the first quarter, demonstrating the direct impact of intelligent automation on operational optimization. Data shows consistent evolution: January recorded 11.72% retention, a figure 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 showed 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 issue 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 indicators, helps with efficiency and scalability of service,” the executive states.
In addition to answering questions and providing customer service, the AI Agent can act as a powerful communication channel with customers. It can be used to promote educational events like webinars, communicate product changes with guidance to the Help Center, as well as notify anomalies in the system and provide updates on the corrective actions. “The most important thing is that all of this can be configured without the need for development or any line of code — only through the use of prompts, skill creation, and knowledge base updates”, adds Fabíola.
For the second semester, Zenvia plans to expand the solution to its entire product portfolio and enable customer support journey via WhatsApp with customer authentication, which will allow an even more seamless and personalized experience. Users will be able to check the status of their calls, 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 further. 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 offering autonomy, agility, and convenience in every interaction”, notes Gilsinei Hansen, VP of Business and Marketing at Zenvia.
