iFood logo

iFood

iFood, decided to revolutionize the corporate world, impacting the lives of millions of people with simple, agile, and creative solutions. Without bureaucracy, iFood has become a reference in technological development and in different ways of innovating the world.

The challenge

iFood’s challenge was related to their driver’s Customer Service. They used to call human agents to solve their problems during rides and because there were so many, those agents were stretched too thin. They struggled with time, since they couldn’t scale the CS Operation, risking driver satisfaction and cost efficiency.

The solution

By launching the iFood chatbot, we automated the registering of new drivers, onboarding new restaurants and markets, measuring NPS scores using surveys with end-customers, restaurants and employees and sending gift cards as well as a full customer support.

The results

-70%
Reduction in delivery
service costs

1.4
Million conversations
a year

44.6%
Requests handled by 
the bot

Channels

web

Web

whatsapp-icon

WhatsApp

Apple Business Chat

Slack

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