BrazilFinance and insurance2023 – ongoingStone (StoneCo)
Lucy, a RAG-based generative AI customer-service agent
Stone's Lucy AI agent reached satisfaction above 93% in a quarter, ahead of human service
Problem
Stone's merchants contact support about passwords, fees and card-terminal operation, and demand on WhatsApp was high.
Approach
Stone began automating customer contact in 2020 and started its first AI service steps in 2023 with Copilot, a bot that assists staff. Lucy went live in chat by the end of 2023 and on WhatsApp in 2024. It uses retrieval-augmented generation to answer from internal documents, alongside fixed yes/no flows and an intent filter for customer questions.
Results
Takeaway
Stone mixed a generative agent with fixed flows for specific goals. The article does not name who supplied the results or how they were measured.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Report on a Stone panel at the IACX event. It describes Lucy's launch in chat in late 2023 and on WhatsApp in 2024, its RAG design and the fixed flows around it. It gives retention above 75% and satisfaction above 93% without naming the source of the figures.
Full details are in the original sources.