Retail · FootwearA successful solution with Zendesk
AI chatbot, real-time order tracking and human support in a unified channel for Havaianas’s e-commerce.
- +30k
- Conversations handled since go-live (Feb/2026)
- 70%
- Of resolutions handled by the AI agent
- 91%
- Of conversations correctly understood by the chatbot
- Havaianas AI chatbot
- Real-time order tracking
- Product exchange with Correios label
- Integrated channels: email, FAQ and chatbot
- Correios package generation
- Multichannel Zendesk Support
Alpargatas group · integrated operation: chatbot and human support via Zendesk in a unified channel.
Chatbot and human in the same channel
Havaianas’s e-commerce, part of the Alpargatas group, needed support able to resolve transactional queries at scale. BCR.CX deployed a Zendesk operation with an AI chatbot and human support in a unified channel.
The solution
The operation was implemented on Zendesk with an AI chatbot fronting the e-commerce, real-time order tracking and the human team on the same channel to take over when needed. More than half of conversations came to be resolved with no human intervention.
Technologies and tools
- Zendesk AI Agent
Why this case matters
Most conversations came to be resolved by the AI agent, with the human team focused on what really requires intervention.
Want results like these in your operation?
Talk to the team that has designed, integrated and run customer service journeys for companies of every size and sector.
