BrazilRetail and e-commerce2025 – ongoingRD Saúde (Raia Drogasil)
AI agents across store planning, customer service, call centres and supply chain
RD Saúde's chairman said 90 AI agent models were in use and AI had produced R$ 50 million in annualised gains
Problem
RD Saúde runs one of Brazil's largest pharmacy chains and wanted to spread AI beyond single tools into daily work in several areas.
Approach
The company built strategic tools in-house, such as one that picks neighbourhoods and cities for new stores. Supply chain, customer service and call-centre work was handled with outside providers, and the first agents were being deployed in call centres. The chairman named staff culture, including writing prompts that avoid hallucinations and bias, as the main challenge.
Results
Takeaway
The company split AI work by strategic weight: in-house for store siting, outside providers for support functions. The R$ 50 million figure covers AI investments overall, not any single agent.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Production and qualityCustomer serviceLogistics and supply chain
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Report from VTEX Day in São Paulo, where the chairman of RD Saúde described its AI strategy. It gives 90 agentic models in use and R$ 50 million in annualised gains, and says the first agents were going into call centres. The article gives no figures for individual AI projects.
Full details are in the original sources.
