Case Study: TOTVS automates 83% of WhatsApp queries with Aivo

Totvs automates 83% of the queries via WhatsApp

TOTVS, one of Brazil’s largest management systems companies, wanted to reduce dependence on phone and email support while improving customer experience and expanding into new service channels. To do this, they turned to Aivo’s Conversational AI, using AgentBot and Live across WhatsApp and web chat, with Zendesk integration to support a more efficient omnichannel service model.

With Aivo, TOTVS automated 83% of WhatsApp queries, achieved 84% effectiveness, and reached 51% recurring users on WhatsApp. The solution reduced queues, allowed agents to manage three simultaneous chats, and streamlined handoffs from bot to human support, helping TOTVS scale service with faster, more fluid interactions.

TOTVS

Roberta Vorago

Support Coordinator