Agro Amazônia Recognized by Meta for Innovation in AI-Powered Technical Support
Innovation applied to agribusiness has earned Agro Amazônia a new recognition. The company’s artificial intelligence-powered technical support project was recognized by Meta as a successful case of applying Meta Business Agent on WhatsApp.
Developed in partnership with Zenvia, a Meta business partner, the solution uses artificial intelligence to automate support across Agro Amazônia’s branch network, providing real-time responses to technical and operational requests, 24 hours a day, seven days a week.
The results achieved stood out for the combination of scale, speed, and complexity of the support provided. With the implementation of Meta Business Agent, the average response time was reduced from 15 to 45 minutes to just 3 seconds. The rate of conversations transferred to human support decreased by 93%, while the weekly volume of conversations increased by 242%, without the need to expand the team.
The recognition was shared by Zenvia and Meta themselves, which presented Agro Amazônia’s experience as an example of how artificial intelligence agents can be used to address demands that go beyond simple answers and frequently asked questions.
Artificial Intelligence Applied to the Realities of Agribusiness
The need to transform the support experience arose from a challenge common to large-scale operations: how to keep up with growing demand without compromising the quality and speed of responses?
Before the solution was implemented, technical support via WhatsApp relied on static menus, keyword-based routing, and direct intervention from employees. Inquiries about products, prices, orders, and other information required manual searches across different databases, as well as team availability during business hours.
In practice, this meant that a branch requiring support outside business hours would have to wait until the next business day. With the new solution, customers gained access to faster support available at any time, making it easier to access important information and solutions for their day-to-day operations, such as portfolio inquiries.
With the introduction of Meta Business Agent, this scenario changed. Integrated with Agro Amazônia’s back-end systems through the Zenvia platform, the agent began performing real-time queries and autonomously executing certain operations, making customer support faster, more accessible, and more convenient.
The technology was also designed to recognize situations that require specialized knowledge. In these cases, the conversation is transferred to an employee, who receives the full context of the previous interaction. In this way, artificial intelligence does not replace human support where it is needed. Instead, it expands the team’s capabilities and allows professionals to focus their efforts on requests that genuinely require their expertise.
“Meta Business Agent transformed our main WhatsApp contact channel into a scalable service hub. With the integration of the platform and Zenvia’s professional services team, we handled more than 1,400 complex technical conversations within the first two weeks, delivering immediate value to our branches,” explains Talassa Vieira, IT and Projects Manager at Agro Amazônia.
Meta’s recognition highlights the potential of technology when applied to real-world challenges in agribusiness. For Agro Amazônia, the initiative represents another step toward increasingly efficient, connected operations that are prepared to keep pace with the sector.
