Post-Sales Agent for Falabella

Falabella Group is one of the most prominent retail companies in Latin America, with operations in e-commerce, department stores, and financial services. In its pursuit of offering faster, more effective, and customer-centric post-sales service, the company identified the need to modernize its CRM and take a decisive step in its digital transformation.

To address this challenge, Falabella implemented Agentforce, Salesforce’s suite of autonomous agents based on agentic artificial intelligence, which enabled the modernization of its operations and strengthened collaboration between humans and technology. Through agentic AI, Falabella has achieved:

• Improved contact resolution rate: transfers dropped from an expected 45% to 40%, surpassing initial projections.
• Drastic reduction in implementation times: enabling the rollout of new solutions in just 45 days.

According to Ricardo Moya, CRM Manager at Falabella, the company was in urgent need of tools that could help put the customer at the center and improve efficiency metrics—especially considering the ambitious project of developing the company’s website as a marketplace.

Antartida is actively supporting Falabella’s team in implementing new use cases within the agent, allowing us to operate as a single team, sharing tasks, objectives, and vision.