Case Study: Riachuelo boosts customer satisfaction with Genesys Cloud AI

Riachuelo boosts customer satisfaction 60% with Genesys

Riachuelo, a leading Brazilian retailer, faced challenges with disjointed customer service channels, a legacy on-premises system that hindered innovation, and a lack of visibility into customer interactions. To address these issues and achieve its vision of offering the best fashion experience, the company partnered with vendor Genesys and implemented the Genesys Cloud CX platform.

The solution from Genesys included capabilities like Agentic Virtual Agent and Agent Copilot, which created a connected human and AI service model. This integration resulted in a 60% increase in customer satisfaction, an 84% customer retention rate for AI-handled interactions, and a 437% increase in quality monitoring productivity. Genesys provided the platform that transformed Riachuelo's customer service into a strategic advantage.

Riachuelo