CVLB Group automates 75% of customer service with AI and cuts costs by 20% using conversational experience on WhatsApp
In the face of economic headwinds and a growing number of dissatisfied post-sale customers, CVLB Group partnered with Weni by VTEX to transform the its Customer Experience.
Focusing on operational efficiency, customer experience, and cost reduction, the group implemented an intelligent agent on WhatsApp and. In just 30 days, CVLB cut human intervention by 75%, improved NPS, and turned customer support into a revenue-generating channel.
The challenge
Brazil’s retail sector was under pressure: rising costs, shinking consumer demand, and increased fiscal risks. At Grupo CVLB (Casa & Vídeo + Le Biscuit), the biggest challenge was the customer support bottlenecks, especially post-sales. Unresolved issues led the customer churn, forcing the company to invest heavily in discounts, paid media, and agressive promotions just to win back lost customer —
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:
Delayed refunds after cancellations
Difficulties with product exchanges or duplicate invoice requests
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 were trained to automously manage:
Issuing duplicate invoices and receipts
Processing cancellations and refunds
Tracking orders and providing real-time status updates
Managing exchange and installation requests
Results after the first 30 days
75% reduction in human-assisted customer service
59% First Call Resolution rate
20% reduction in customer service costs
NPS recovery after months of stagnation
Elimination of discount coupons as compensation — preserving profit margins
Full automation of process like invoice reissuance and orders tracking
The real story of the operation: 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. Key success factors:
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 & Vídeo 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.
