Retail

70% of contacts resolved without a human

An AI Service Agent that authenticates users and resolves orders, deliveries, returns and CMR points in real time — across web and WhatsApp.

Agentforce · Data360

70%

Contacts resolved without humans

+120K

Customers served instantly

84%

CSAT of 4 or 5 stars

130K

Monthly conversations

62%

Conversations via WhatsApp

-20%

Assisted contacts

“Agentforce enabled us to deliver personalized, frictionless service at scale — connecting data and experiences across Falabella Retail.”
Digital Transformation Team — Falabella Retail

Challenge

Falabella Retail needed to deliver faster, more personalized, and consistent service across millions of customer interactions every month. With rapid digital growth and an expanding omnichannel strategy, the company sought a unified view of each customer in real time and the ability to provide instant, intelligent support at scale.

Proposed Agent

An AI Service Agent built on Salesforce Agentforce + Data360, integrated into Falabella Retail’s systems — including e-commerce, CMR loyalty, and customer service platforms. The agent authenticates users and delivers real-time answers about orders, deliveries, returns, and loyalty points through both web and WhatsApp channels.

Methodology

  1. Identified high-impact use cases representing most customer interactions.
  2. Connected Agentforce with Data360 and transactional systems.
  3. Gradual rollout: internal → limited → public web → WhatsApp.
  4. Continuous optimization through monitoring and conversational training.