CVLB Group automates 75% of customer service with AI and cuts costs by 20% through conversational experience on WhatsApp
Amid a challenging economic landscape and a growing volume of dissatisfied post-sale customers, CVLB Group turned to artificial intelligence from Weni by VTEX to change the game. With a focus on operational efficiency, customer experience, and cost reduction, the group implemented an intelligent agent on WhatsApp and, in just 30 days, reduced the need for human interaction by 75%, boosted NPS, and transformed the channel into a revenue driver.
The challenge
Brazil’s retail sector is facing a perfect storm: rising costs, declining consumption, and increasing fiscal risks. At Grupo CVLB (Casa & VÃdeo + Le Biscuit), the biggest bottleneck was in customer support, especially post-sales. Dissatisfied customers who were left without a solution abandoned the brand, requiring significant investment in re-engagement tactics like discount coupons, paid media, and aggressive promotions that eroded profit margins.
Key pain points identified by the company:
Purchase cancellations with delayed refunds
Difficulties with product exchanges or issuing duplicate documents
Long wait times: up to 2 hours on the phone
Stagnant NPS and damaged brand reputation
The strategy
The group focused on the most widely adopted and conversational channel in Brazil: WhatsApp, used by 92% of the population. With support from Weni by VTEX, the solution was deployed in just three weeks, integrating systems like VTEX, SAP, and logistics partners.
The AI agents began handling autonomously:
Issuing duplicate invoices and receipts
Processing cancellations and refunds
Tracking orders and providing status updates
Managing exchange and installation requests
Results after the first 30 days
75% reduction in human customer support needs
59% First Call Resolution rate
20% reduction in customer service costs
NPS showing signs of growth after stagnation
Elimination of discount coupons as compensation — preserving margins
Full automation of use cases like invoice issuing and order tracking
Real-world impact: what this AI can do A customer sent a 5-minute voice message explaining a late payment. The AI understood the audio, recalculated the invoice, integrated with the finance system, and sent a new PDF — all in seconds.
The role of AI and Weni by VTEX
Weni acted as a strategic partner, with a senior team that quickly designed and implemented intelligent customer journeys focused on real problem-solving.
AI model trained in natural language understanding
Integration with legacy systems (VTEX, SAP, Intellipost, EMS, etc.)
Ready-to-use and customizable use cases for faster go-to-market
Full focus on the channel with highest adoption: WhatsApp
Brazil is an extremely conversational country, leading the way in conversational journeys since the API opened in 2018… The arrival of AI enabled optimization and disruption of business processes, replacing structured flows with more natural, goal-oriented interactions.
Business impact
AI evolved from an efficiency project to a pillar of value generation:
WhatsApp became part of the company’s sales funnel
Tracking campaigns offering installation services drove 50% of service revenue in one month
Customers returned because of trust — not just coupons
The cost savings are direct and measurable, but there are also indirect benefits we haven’t even quantified yet — like reduced investment in Google, increased customer loyalty, and higher organic return to our site and app.
Key takeaways and next steps:
In six months, the goal is 100% automated resolution
AI not only optimizes — it transforms
A/B testing is essential for continuous evolution
Intelligent agents should be seen as complete business channels, not just bots
Brazil’s conversational culture is a competitive advantage
For those who haven’t started yet: You’re either leaving money or revenue on the table. Or both. — Moacir Gomes | eCommerce Director at CVLB
The Casa & VÃdeo project shows it’s possible to scale customer service, preserve margins, and build loyalty with AI — all with speed and immediate impact on the P&L.
