Riachuelo, a major fashion retailer in Brazil, started using Genesys Cloud Agentic Virtual Agent, an AI tool that can handle customer requests without human help. The company says the new system raised its customer satisfaction score by 60 percent. It follows earlier work with Genesys Cloud Copilot, which helped employees. The AI service is hosted in the cloud and runs on Genesys’ platform.
Why it matters
Higher satisfaction shows AI can handle more complex retail queries, reducing the need for live agents.
