Lessons from an AI success story—with XP’s Guilherme Kolberg

Known by many as the “Brazilian Charles Schwab,” XP is on a mission to help people in Latin America invest their savings better.

“At the beginning, our founder believed XP would become a university because we had education programs and then people would become clients and start to invest,” said Guilherme Kolberg, Head of CX and Customer Care. “Now we have a network of more than 15,000 financial advisors.”

Initially seen as a disruptor in an industry dominated by incumbents, XP is now disrupting in a different way—by leveraging AI to better serve their customers. Within a week of rolling an AI pilot out to ten agents, Kolberg was shocked to see that word had spread: nearly 100% of his team was using the tool. The results were impressive.

“For those that were using Zendesk AI features like tone shift,” he said, “we saw an increase in CSAT around 5 points and a decrease in average handling time.”

With so many just getting started with AI integration, Kolberg offers valuable insights and lessons learned. He shares what to prioritize—and avoid—as you integrate, and how to get your agents excited and motivated to help you along this journey.

Tune in for that conversation—and more, including top ways that Zendesk customers are using AI at home or in the office. Did you know you could plan an entire trip in 30 minutes?

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