96% Automation: How Grupo CVLB Reduced Service Costs by 20% with the WhatsApp Conversational Tool on VTEX Agentic CX

The Brazilian retail sector has faced a relentless convergence of pressures: rising operational costs, shifting consumption patterns, and mounting fiscal complexity. For Grupo CVLB (Casa & Video + Le Biscuit), these forces made themselves most visible in post-purchase customer service—a department generating costs instead of value.

Wait times stretching up to two hours per call. Customers struggling to obtain simple second-copy invoices. Frustrated buyers appeased with compensatory discounts that quietly eroded margins. To reverse the dynamic, the group partnered with VTEX to deploy the Agentic CX Platform—meeting customers on WhatsApp, used daily by 92% of the Brazilian population, and replacing manual friction with autonomous, high-speed resolution.

Built on an API-first and composable foundation, the solution was fully deployed in just three weeks. The VTEX AI Agents were wired directly into the operational core of the business:

• Legacy Integration: Seamlessly connected with VTEX, SAP, and logistics partners to deliver real-time order and service updates.
• Natural Problem Solving: The platform handles complex, high-stakes requests—cancellations, refunds, and installation scheduling—with no human in the loop.
• Human-Centric AI: In one standout interaction, the AI processed a 5-minute audio message from a customer, recalculated a late payment, and delivered a corrected PDF invoice in seconds—entirely within WhatsApp.

The shift to Agentic CX has fundamentally changed how the group manages customer relationships, transforming service from a cost center into a margin-protecting engine:

• 96% First Call Resolution: Nearly all customer interactions are now resolved by the AI on the first attempt, with only 4% requiring human escalation.
• 20% Reduction in Service Costs: Automating repetitive, high-volume tasks significantly lowered overhead without sacrificing service quality.
• Margin Preservation: High-quality autonomous service eliminated the need for compensatory discount coupons, directly protecting the group's profit margins.

The implementation at Grupo CVLB proves that conversational tools are no longer just support channels, they are strategic business drivers. Beyond the immediate 20% cost reduction, the WhatsApp channel now accounts for a meaningful share of service-related revenue. By resolving issues with speed and precision, Grupo CVLB has built an operation where customers return out of trust, not promotions.