An order that arrives on WhatsApp doesn't have to get lost anymore

Cluster, a marketing and technology company, gathered in one place what it knows about each client and each area and put AI agents to work in client service, creative, social media, ads and technology. Since October, these agents run on the company's portal. For whoever runs the operation, AI starts to really help when it knows how the house works and turns a loose message into a logged request, with the name of whoever is going to do it.

A good share of client requests arrives through WhatsApp. At Cluster, according to the company itself, an AI reads these conversations and figures out which project each request belongs to. If the request isn't logged yet, the client service agent logs it and notifies the person responsible. If some information is missing, it flags it before production starts. If a delivery runs late, it follows up with whoever has it. Every morning, each area gets a summary of what is due that day.

In one case the company described, the agent logged two requests, and someone from client service explained that those pieces were made by the client itself. The agent asked to cancel both and saved the rule. That small adjustment was enough for the error not to happen again. Imagine a clinic or a small repair shop, where each customer's rule lives in the head of whoever has been serving them for years. When that rule goes on paper, it starts belonging to the company, and the new employee doesn't repeat the previous one's mistake.

The manager agent resolves what is simple. Deciding deadline, owner and delivery is still people's work, and the agents don't talk to the client. That leaves the team more time to serve well and take care with the delivery.

This text was produced with the support of AI.

Sources

Economia SP, 4 Nov 2026. https://economiasp.com/2026/11/04/cluster-lanca-agentes-de-ia-que-transformam-o-conhecimento-da-empresa-em-decisoes-mais-rapidas/