ChileRetail and e-commerce2025 – ongoingGrupo Falabella
Agentforce customer-service agent on WhatsApp
Grupo Falabella's WhatsApp agent resolves 60% of inquiries without staff, live in three countries
Problem
The Latin American retail group served customers through a 50/50 mix of phone and WhatsApp. It wanted to move more of that traffic to WhatsApp and lower contact costs.
Approach
An Einstein chatbot verifies the customer's identity, then hands the chat to Agentforce, which answers FAQs, checks order status and opens cases for live reps. Build to production took nine weeks, with the pilot in Colombia, and it is now live in Colombia, Chile and Peru.
Results
Takeaway
Salesforce says the first measurable value came within two weeks of launch. Next steps include Sodimac and order cancellations.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
Salesforce describes Grupo Falabella's WhatsApp support agent built on Agentforce, from the identity-check chatbot to order-status lookups. It reports the autonomous resolution rate and build time.
Full details are in the original sources.
