Customer Service Automation for Gonzatti Bakery

From Manual Orders to a Smart Digital Assistant

The Challenge

As the volume of orders increased, the team needed a faster and more organized way to handle customer service.

Manual order intake via phone and WhatsApp consumed staff time
Incomplete or disorganized order details
No real-time updates between customer service and the internal system
Lack of a structured digital channel for customer orders

The Solution

We developed Gonzattinho, an intelligent virtual assistant (chatbot) fully integrated with the bakery’s order management system.

Automated customer service via chatbot, collecting orders through structured conversations
Integrated with the main system, keeping all orders up to date in real time
Reduced the team’s workload by handling routine customer interactions
Made the ordering process easier and more accessible for customers

Gonzattinho automated Gonzatti’s customer service and became a true digital ally for the team.

Results

Human service load
Significantly reduced

Information accuracy
Increased with structured forms

System integration
Orders synced in real time

Customer satisfaction
Faster, digital, and convenient experience

Tools Used

Power BI

PowerApps

Power Automate

SharePoint

Dataverse

Google Analytics 4

Excel

Typebot

Adobe PhotoShop

Other tools:

Internal API integration with the bakery’s system

Contact

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