Context
AB InBev distributes through thousands of store owners across Latin America. Each one of them needs answers every day: when their order arrives, who their BDR is, how many points they have, the status of their portfolio, how to reactivate their account, how to request credit.
Interaction volume was constant and growing. Handling it required a large team with limited hours and response times that fell short of a network at that scale. The channel wasn't designed to operate. Only to inform.
The challenge
Each type of request had its own flow, its own data source, its own logic. Credit and user reactivation processes required identity verification, which depended on human intervention in every case.
The result: friction for the store owner, operational cost for the company, and a network that couldn't self-serve. Everything starts with a conversation. The challenge was turning it into a transaction.
The solution
Jelou deployed transactional AI agents on WhatsApp — the channel that store owners were already using every day. A single conversational flow solved what previously required multiple channels and teams: real-time operational queries, data updates with full digital traceability, reactivation of inactive users with in-chat identity verification, and request, evaluation and approval of B2B credit without leaving WhatsApp.
Every transactional process ran with native identity verification — no redirects, no external forms, no waiting. From conversation to transaction, in minutes.
Results
More than 50,000 monthly queries resolved automatically, 4,500 store owners reactivated through the conversational flow, and more than 5,000 B2B credits approved directly on WhatsApp, averaging 6 minutes to complete an approval with 60% request-to-approval conversion.
WhatsApp stopped being a query channel and became the operational layer of the relationship between AB InBev and its distribution network.
