Zenvia doubles service retention rate with intelligent chatbot

Zenvia, which enables companies to create personal, engaging and fluid experiences throughout the customer journey, has seen a 110% increase in the retention rate of customer service tickets, that is, customer loyalty, after implementing the AI Agent.

The project was started in January 2025, focusing on serving the technology professionals of Zenvia's client companies 20% to a highly technical and demanding audience, which makes the challenge even more significant. In just four months, the use of automation to solve the demands grew from 10% to 21.07%, surpassing the initial target of 20% for the first half.

The initiative avoided opening support tickets in the first quarter, demonstrating the direct impact of intelligent automation on operational optimization.The data shows consistent evolution: january registered 11.72% of retention, an index that rose to 12.04% in February, 17.42% in march, and reached 21.07% in April.

According to Fabiola Mazzer, Operations Director, the AI Agent delivered excellent results for customers, so it made sense to move to using the solution indoors.“The results demonstrate how the strategic implementation of AI Agent can transform the customer service experience, reducing the demand for human support, increasing problem solving and, above all, delivering more autonomy and speed to the customer.In addition to improving the customer experience on the support journey, this approach elevates the results of operational indicators, helps in the efficiency and scalability of service.”, says the executive.

In addition to answering questions and providing services, the AI Agent can act as a powerful communication channel with customers. It can be used to disseminate educational actions, such as webinars; communicate product changes with direction to the Help Center; in addition to communicating anomalies in the system and updates on the performance in correction. “O most relevant is that all this can be configured without the need for development or any line of code (only with the use of prompts, skill creation and updating of the knowledge bases”, adds Fabiola. 

For the second half, Zenvia projects to extend the solution to the entire product portfolio and enable the support journey via WhatsApp with customer authentication, which will allow an even more fluid and personalized experience. Users will be able to consult the status of their calls, update information and attach evidence (such as documents, prints or photos & directly through the channel. 

“We believe that the tool has the potential to help us even more. So, over the next few months, we will test the chatbot on other channels, to explore its potential. The results we obtained position Zenvia as a reference in the application of artificial intelligence for optimization of customer service processes and enable the solution for the entire customer journey, as well as reinforcing the company's commitment to offer autonomy, agility and convenience in each interaction”, points out Gilsinei Hansen, VP of Business and Marketing Zenvia.