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Gustavo PossebonSenior Software Engineer
Zenvia

AI-enhanced chatbot operations and WhatsApp flows

Built and optimized automation products powering chatbot operations, WhatsApp integration, and support efficiency.

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Challenge

What needed to be solved

The product had to scale large interaction volumes while reducing setup complexity, fraud risk, and support friction for operators and customers.

  • High message volume and strict availability expectations.
  • User experience depended on fast response times and dependable flows.
  • AI needed to improve real operational work instead of acting like a novelty layer.
Contributions

What I owned

The parts I actually owned, not just touched.

  • Managed automated chatbot flows serving more than one million monthly interactions.
  • Built WhatsApp-based 2FA to reduce fraud and unauthorized access attempts.
  • Led work in the WhatsApp integration squad to improve response times and availability.
  • Introduced OpenAI-powered automation to reduce chatbot setup time and AI-driven chat history retrieval to improve support.
Outcomes

What changed

What got faster, more reliable, or less painful.

  • Reduced chatbot setup time from two hours to under three minutes.
  • Lowered fraud and unauthorized access attempts by more than 70% within six months.
  • Improved system response time from 4 seconds to 1.2 seconds while sustaining 99.95% availability.
  • Reduced ticket resolution time by 35% with improved support context retrieval.
Takeaway

What this says about how I work

The AI work that actually mattered here was pretty unglamorous: faster setup, fewer manual steps, less time spent digging through support tickets.