CVLB Group automates 75% of customer service with AI and cuts costs by 20% using conversational experience on WhatsApp
Faced with a challenging economic scenario and a growing volume of dissatisfied customers in the post-sales stage, Grupo CVLB found in Weni by VTEX’s artificial intelligence a way to turn the game around.
Focusing on operational efficiency, customer experience, and cost reduction, the group implemented an intelligent agent on WhatsApp. Today, 96% of interactions are resolved in the first contact with AI, and only 4% are escalated to human support.
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.
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, as well as other key players in retail, 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.
