{"id":20130,"date":"2026-10-15T12:07:18","date_gmt":"2026-10-15T11:07:18","guid":{"rendered":"https:\/\/www.intelligentcio.com\/latam\/?p=20130"},"modified":"2026-10-15T12:07:18","modified_gmt":"2026-10-15T11:07:18","slug":"riachuelo-deploys-genesys-agentic-ai-as-customer-satisfaction-rises-60","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/latam\/2026\/10\/15\/riachuelo-deploys-genesys-agentic-ai-as-customer-satisfaction-rises-60\/","title":{"rendered":"Riachuelo deploys Genesys agentic AI as customer satisfaction rises 60%"},"content":{"rendered":"\n

Brazilian fashion retailer Riachuelo has reported a 60% increase in customer satisfaction, 84% self-service resolution and a 26% reduction in technology costs following its deployment of Genesys Cloud Agentic Virtual Agent.<\/em><\/p>\n\n\n\n

Riachuelo, one of Brazil\u2019s leading fashion retailers, has increased customer satisfaction by 60% as it advances its AI strategy with Genesys Cloud Agentic Virtual Agent.<\/p>\n\n\n\n

Building on its success using Genesys Cloud Copilot to enhance the employee experience, Riachuelo is now using Genesys agentic AI capabilities to autonomously resolve more complex customer interactions, helping customers get faster, more personalized service while improving operating efficiency.<\/p>\n\n\n\n

To engage consumers on their preferred channel, Riachuelo uses Genesys Cloud Agentic Virtual Agent to power its WhatsApp Business channel.<\/p>\n\n\n\n

Customers can independently address issues such as delivery delays while making it easy to connect with a human agent when additional assistance is needed. Results show that 84% of customers using Riachuelo\u2019s agentic self-service experience can resolve their needs without requiring help from an employee, compared with 30% using the company\u2019s previous traditional chatbots.<\/p>\n\n\n\n

The contrast between the two figures is central to the announcement. The earlier chatbot experience resolved needs without an employee for 30% of customers, while the newer agentic service has reached 84%. The figures describe the company’s reported results rather than an independent assessment of customer outcomes. They also illustrate the difference between offering a digital point of contact and completing a customer request through that channel.<\/p>\n\n\n\n

\u201cFor us, AI is about rethinking how we serve our customers, not simply automating what we already do,\u201d said C\u00e9sar Nicoletti, Senior Manager, CX, Digital Products and Operations, Riachuelo. \u201cWe\u2019re creating an experience that can adapt as customer expectations change and gives us more flexibility to introduce new ways of engaging with them over time. That combination allows us to operate more efficiently while building stronger relationships with our customers.\u201d<\/p>\n\n\n\n

Riachuelo is also using Genesys Cloud Agentic Virtual Agent to connect customer interactions with back-office systems and workflows, helping move customer journeys toward resolution. When an issue requires additional attention, the technology can automatically create a support ticket and connect the interaction to the next stage of resolution, preserving context and eliminating unnecessary manual steps along the way. Together, these capabilities are helping Riachuelo streamline eCommerce support and reduce operational effort, resulting in a 26% reduction in technology costs.<\/p>\n\n\n\n

The back-office connection matters because answering a question is not always the same as resolving the problem behind it. A delivery delay, for example, may require a record to be created and passed to another team. The company’s approach is designed to carry information from the customer conversation into that next stage, rather than making an employee or customer repeat the details. Human assistance remains available when the automated process cannot complete the interaction.<\/p>\n\n\n\n

The reported technology cost reduction is another measure of the deployment’s operational impact. Riachuelo has linked that saving to its efforts to streamline eCommerce support and reduce manual work. The announcement does not provide a breakdown of the underlying costs or the period over which the reduction was measured. It does, however, position the deployment as a customer service initiative with financial consequences, rather than a standalone experiment in conversational AI.<\/p>\n\n\n\n

\u201cRiachuelo is putting its AI strategy into action in ways that are delivering meaningful impact for its customers and business,\u201d said Scott Cravotta, Chief Customer Officer, Genesys. \u201cThey\u2019ve expanded from using AI to support employees to helping customers get more done on their own, building on the value they\u2019re seeing along the way. Riachuelo is a real example of what AI innovation can deliver \u2014 stronger customer satisfaction, greater productivity and lower costs, with more opportunity ahead.\u201d<\/p>\n\n\n\n

The deployment also reflects a progression in Riachuelo’s use of the Genesys platform. The retailer first used Genesys Cloud Copilot to support employees and is now extending AI into direct customer interactions. That shift changes where automation is applied: instead of primarily assisting a human agent, the system is intended to handle some requests independently and bring an employee into the process when needed.<\/p>\n\n\n\n

WhatsApp Business is the customer-facing channel highlighted in the announcement. Its role is significant because the company is not asking customers to move to an entirely separate support environment to use the agentic service. The service operates through a messaging channel while drawing on workflows behind the scenes. The stated aim is to combine convenient access, autonomous handling of requests and a route to human support when circumstances require it.<\/p>\n\n\n\n

Looking ahead, Riachuelo plans to build on the success of Genesys Cloud Agentic Virtual Agent by exploring opportunities to expand agentic AI across additional customer journeys. The company aims to create a more scalable service model that combines autonomous AI with human expertise to further improve operational efficiency, strengthen customer loyalty and drive long-term business value.<\/p>\n\n\n\n

For now, the measurable results cited by Genesys remain concentrated on customer satisfaction, self-service resolution and technology costs. The next test will be whether the retailer can reproduce those outcomes across a wider range of interactions while retaining the option of human intervention. Its expansion plans indicate that the current deployment is a step in a broader AI strategy, not the endpoint of the programme.<\/p>\n\n\n\n

The distinction will matter as the range of requests grows. More complex journeys may involve additional systems, decisions and handovers. The figures released so far establish a benchmark for Riachuelo’s current service, but they do not establish how future deployments will perform across different customer needs.<\/p>\n","protected":false},"excerpt":{"rendered":"

Brazilian fashion retailer Riachuelo has reported a 60% increase in customer satisfaction, 84% self-service resolution and a 26% reduction in technology costs following its deployment of Genesys Cloud Agentic Virtual Agent. Riachuelo, one of Brazil\u2019s leading fashion retailers, has increased customer satisfaction by 60% as it advances its AI strategy with Genesys Cloud Agentic Virtual […]<\/p>\n","protected":false},"author":58,"featured_media":20131,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4674,1190,81,3],"tags":[5389,6789,8640,112,224,119,3844,121,3873,236,237,6757,695,8638,8639],"class_list":["post-20130","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-customer-experience","category-retail","category-top-stories","tag-agentic-ai","tag-ai-automation","tag-ai-virtual-agents","tag-artificial-intelligence","tag-brazil","tag-customer-experience","tag-customer-service","tag-digital-transformation","tag-ecommerce","tag-genesys","tag-genesys-cloud","tag-retail-technology","tag-riachuelo","tag-self-service-automation","tag-whatsapp-business"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/posts\/20130","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/comments?post=20130"}],"version-history":[{"count":1,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/posts\/20130\/revisions"}],"predecessor-version":[{"id":20132,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/posts\/20130\/revisions\/20132"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/media\/20131"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/media?parent=20130"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/categories?post=20130"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/latam\/wp-json\/wp\/v2\/tags?post=20130"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}