Riachuelo Advances Autonomous Customer Experience with Genesys Cloud Agentic Virtual Agent

Brazilian fashion retailer increases customer satisfaction by 60% while enabling 84% self-service resolution and reducing technology costs by 26%

SAN FRANCISCO--(BUSINESS WIRE)--Genesys®, a global leader in agentic orchestration for customer experience (CX), today announced that Riachuelo, one of Brazil’s leading fashion retailers, has increased customer satisfaction by 60% as it advances its AI strategy with Genesys Cloud™ Agentic Virtual Agent. 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.

To engage consumers on their preferred channel, Riachuelo uses Genesys Cloud Agentic Virtual Agent to power its WhatsApp Business channel. 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’s agentic self-service experience can resolve their needs without requiring help from an employee, compared with 30% using the company’s previous traditional chatbots.

“For us, AI is about rethinking how we serve our customers, not simply automating what we already do,” said César Nicoletti, senior manager, CX, Digital Products and Operations at Riachuelo. “We’re 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.”

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.

“Riachuelo is putting its AI strategy into action in ways that are delivering meaningful impact for its customers and business,” said Scott Cravotta, chief customer officer at Genesys. “They’ve expanded from using AI to support employees to helping customers get more done on their own, building on the value they’re seeing along the way. Riachuelo is a real example of what AI innovation can deliver — stronger customer satisfaction, greater productivity and lower costs, with more opportunity ahead.”

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.

Learn more about how Riachuelo is creating a connected foundation for customers, employees and AI here.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

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