The Challenge

Zé Delivery, a leading beverage delivery platform in Brazil, identified that its manual refund process was limiting both customer satisfaction and operational efficiency. Every time a customer reported an issue with an order, such as missing or damaged items, the case was transferred to an agent, who manually verified the problem, calculated compensation and submitted it for reimbursement. The process presented challenges in speed and consistency with response times of up to five business days. This represented a huge gap in a customer experience that is meant to be seamless and fast.

Zé Delivery’s goal was clear: redesign the process to make it simpler, faster and more transparent — without sacrificing accuracy or empathy.

The Solution

The Solution

Zé Delivery built an intelligent automation strategy to elevate the customer experience, using Sprinklr’s Conversational AI solution as the enabling technology. Within the beverage delivery app, a smart chatbot now manages refund cases end-to-end. The bot identifies the issue, retrieves order details and allows customers to select affected products. It then automatically calculates the refund value, generates a reimbursement protocol and processes it instantly through system integrations — all without human intervention.

“Sprinklr’s Conversational AI allowed us to scale intelligently,” said Fábio Glezer, Customer Experience Director at Zé Delivery. “The chatbot doesn’t just automate our service — it understands our customers and resolves issues with speed and empathy. It’s become a core part of our service strategy.”

Sprinklr served as a strategic enabler, supporting Zé Delivery’s vision with platform expertise, integrations and best practices through its Managed Services team. Together, they designed an automation model that combines efficiency and customer-centricity.

We’re now resolving tens of thousands of cases without human intervention — and doing so with precision. Sprinklr's chatbot has helped us reduce fraud, cut costs and improve customer satisfaction all at once."

Fábio Glezer

Customer Experience Director

Zé Delivery

The Outcome 

Automation became a key component of Zé Delivery’s operations — improving customer satisfaction, reducing costs and giving teams more time to focus on strategic initiatives.

• Bot retention increased from 35% to 65%, meaning nearly two-thirds of all cases are now resolved without human support.
• Customer satisfaction (CSAT) is now at 73%, reflecting faster and more transparent resolutions.
• Average resolution time dropped from five business days to just a few minutes, with automated refund calculations eliminating human error. 
  
  "The joint efforts of the Zé Delivery team and Sprinklr’s Managed Services team have been instrumental in achieving these improvements,” said Jaqueline Gomes de Paula, CX Coordinator for Operations Planning and Tools Management at Zé Delivery. “This partnership not only brought operational gains, but also helped our team gain greater autonomy and maturity in managing Sprinklr.”

Beyond customer satisfaction, automation is now driving measurable scalability. With these AI-driven processes, Zé Delivery projects a 30% reduction in its customer service operation, ensuring greater efficiency during high-demand periods such as Christmas and New Year while maintaining the same quality and speed in customer service.

By combining a bold CX vision with Sprinklr’s technology, Zé Delivery has redefined efficiency — delivering speed, accuracy and empathy at scale.