Retail · FoodThe impact of Artificial Intelligence on customer service
In 2025, AI transformed Bauducco’s support: more automation, faster resolution and high satisfaction even during the December peak.
- <17%
- Reduction in AHT, with half of WhatsApp conversations automated
- 50%
- Of interactions resolved automatically
- >32%
- Growth in first-contact resolution (FCR)
- >126%
- Ticket growth in December: from 22k to 50k
- 85%
- Voice CSAT, kept at high levels
AI applied to the demand peak
Throughout 2025, Bauducco’s support operation came to rely on Artificial Intelligence to automate conversations, speed up resolution and sustain customer satisfaction even during the December surge, when ticket volume more than doubled.
The solution
The operation was built on Zendesk, with an AI agent on WhatsApp handling the highest-volume conversations and flows tuned continuously through the year. Half of all interactions came to be resolved automatically, freeing the human team for sensitive cases even at the December peak.
Technologies and tools
- Conciex
- Zendesk AI Agent
Why this case matters
With automation and AI at the core of the operation, Bauducco absorbed the year’s biggest demand peak without losing service quality.
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