The agent uses fewer messages, the solution is faster, conversion climbs, and cost falls.
Em um país onde o WhatsApp habita quase todos os bolsos, a Movida descobriu que o menor caminho entre um cliente e um carro alugado pode ser uma conversa. Em parceria com a Meta, a maior locadora de veículos do Brasil lançou o primeiro agente de inteligência artificial do mundo construído especificamente para transações comerciais no WhatsApp — e em três semanas, o experimento já reescreveu as regras de aquisição de clientes. O que está em jogo não é apenas receita, mas a ideia de que o comércio do futuro não exigirá que as pessoas saiam dos espaços digitais onde já vivem.
- Em apenas três semanas, 85% das conversas foram resolvidas sem intervenção humana e a taxa de conversão dobrou — números que surpreenderam até a própria liderança da Movida.
- O custo de aquisição de clientes despencou de 10% para 2% do valor do contrato, transformando o WhatsApp no canal mais barato da história da empresa.
- A Movida tinha quatro dias para montar uma proposta e conquistar um lugar entre apenas quatro empresas brasileiras escolhidas pela Meta para co-desenvolver a tecnologia — e venceu.
- Cinquenta engenheiros da Meta trabalharam ao lado de seis técnicos da Movida por dois meses e meio, construindo um agente que conversa, calcula, apresenta opções e fecha negócios em tempo real.
- A próxima fase integrará reconhecimento facial e carteira digital, eliminando a última barreira que ainda obriga o cliente a ir até uma loja física para concluir o aluguel.
A Movida, maior locadora de veículos do Brasil, passou as últimas três semanas testando algo que pode mudar permanentemente a forma como vende carros. O mecanismo é direto: o cliente abre o WhatsApp, descreve o que precisa, e um agente de inteligência artificial — desenvolvido em parceria com a Meta — conduz toda a negociação, do primeiro contato à cotação final, sem nenhum humano do outro lado.
Os resultados foram além do esperado. Em três semanas, 85% das conversas foram resolvidas inteiramente dentro do aplicativo, o número de clientes que efetivamente alugaram após iniciar uma conversa dobrou, e o valor médio dos contratos subiu 6% em relação a outros canais. A projeção para o fim do ano é de R$ 300 milhões em receita via WhatsApp — o triplo do que o canal gerou nos doze meses anteriores.
O que torna o momento singular é a natureza da parceria. A Meta escolheu a Movida como uma das quatro empresas brasileiras — ao lado de Itaú, Mercado Libre e Sem Parar — para co-desenvolver o primeiro agente de IA do mundo voltado especificamente para transações comerciais no WhatsApp. A oportunidade surgiu de forma inesperada: quando a equipe técnica global da Meta anunciou uma visita ao Brasil em busca de parceiros, o CEO Gustavo Moscatelli teve quatro dias para montar uma proposta detalhada. Sua equipe entregou. A parceria foi firmada.
Cinquenta engenheiros da Meta trabalharam ao lado de seis técnicos da Movida por dois meses e meio. O agente resultante não apenas responde perguntas — ele conhece o perfil do cliente, faz perguntas, apresenta opções e calcula custos com uma velocidade e precisão que nenhum atendente humano conseguiria replicar em escala. O volume de interações saltou de 12 mil para 30 mil a cada três semanas, enquanto o custo de aquisição caiu de 10% para 2% do valor do contrato.
A jornada ainda não terminou. A próxima etapa prevê reconhecimento facial e integração com carteira digital, para que o cliente possa assinar o contrato e pagar sem sair do aplicativo. Quando isso estiver pronto, toda a transação — da consulta inicial ao pagamento — acontecerá dentro do mesmo app onde as pessoas conversam com amigos e família. Em um país onde o WhatsApp está em 99% dos smartphones e é aberto diariamente por 80% da população, a Movida pode ter encontrado o caminho mais curto já traçado entre um cliente e um carro.
Movida, Brazil's largest car rental company, has spent the last three weeks running an experiment that could reshape how it sells cars. The tool is simple in concept: a customer opens WhatsApp, types a message about needing a rental, and an artificial intelligence agent—built in partnership with Meta—understands what they want, shows them available vehicles, walks them through the booking process, and quotes a price. All without a human on the other end. All within the same app where they message their friends.
The results have surprised even the company's leadership. In the three weeks since the agent went live, 85 percent of customer conversations were resolved entirely within WhatsApp. The number of people who started a conversation and actually rented a car doubled. The average rental value was six percent higher than through other channels. By year's end, Movida projects the channel will generate R$300 million in revenue—triple the R$100 million it earned through WhatsApp over the previous twelve months.
What makes this moment significant is not just the numbers, but the partnership itself. Meta Business, the technology giant's corporate solutions division, selected Movida as one of four Brazilian companies to co-develop the world's first AI agent purpose-built for WhatsApp business transactions. The others were Itaú bank, Mercado Libre, and Sem Parar, a tolling company. For Meta, it was a chance to prove that WhatsApp could become a genuine sales channel, not just a customer service afterthought. For Movida, it was an unexpected opportunity that emerged from a chance meeting.
The story begins with timing and ambition. Movida's leadership had been trying to improve how the company communicated with customers through WhatsApp when Meta's global technical team announced they would be in Brazil in early 2026 looking for partners to build the first WhatsApp business agent. Gustavo Moscatelli, Movida's CEO, learned of the visit and moved quickly. His team had four days—from Thursday to the following Monday—to assemble a detailed proposal showing how an AI agent could transform the company's customer acquisition and service model. They won a slot on the agenda. They won the partnership.
Meta sent fifty engineers to Brazil to work alongside six Movida technicians for two and a half months. The work was methodical: gradual testing began in early April with smaller user groups, then expanded to full deployment across all WhatsApp rental interactions. The agent works by holding a natural conversation. It knows the customer's age, marital status, number of children, and recent travel interests. It asks clarifying questions. It presents options. It calculates costs. It does all this faster and more efficiently than a human agent could.
The economics are striking. Before the AI agent, Movida's customer acquisition cost through WhatsApp was ten percent of the rental contract value. Now it is two percent. The agent uses fewer messages to reach a decision. The process is faster. Conversion rates are higher. The math compounds. Before the agent, WhatsApp generated about twelve thousand customer interactions every three weeks. Now it generates thirty thousand in the same period—a 150 percent increase driven entirely by the improvement in how quickly and accurately the system can help people get what they want.
Moscatelli describes the channel as potentially the cheapest way the company has ever acquired a rental customer. But the partnership is not finished. The next phase involves facial recognition and digital wallet integration so that customers can complete payment directly through WhatsApp, eliminating the final step that still requires a visit to a physical store. Once that technology is ready, the entire rental transaction—from initial inquiry to signed contract to payment—will happen within a single app.
What Movida and Meta have built matters because it points toward a future where commerce happens in the spaces where people already spend their time. In Brazil, WhatsApp is on 99 percent of smartphones. Eighty percent of the population opens it at least once a day. The company that can make buying frictionless within that space has found something valuable. Movida found it first.
Citações Notáveis
It became not just a communication and customer relationship channel, but a genuinely important sales channel that will gain representation compared to other channels.— Gustavo Moscatelli, CEO of Movida
The agent uses fewer messages, the solution is faster, it converts more, and the cost falls.— Gustavo Moscatelli, CEO of Movida
A Conversa do Hearth Outra perspectiva sobre a história
Why did Meta choose Movida specifically? There must have been dozens of Brazilian companies that could have done this.
Movida had already been building momentum on WhatsApp. The channel was gaining share in their customer interactions month after month. When Meta's team came looking for a partner, Movida wasn't starting from zero—they had proof of concept and hunger.
But the real story seems to be about speed. You mention they had four days to put together a proposal.
Exactly. Most companies would have taken weeks, assembled committees, debated internally. Moscatelli's team saw the window and moved. They understood that in a moment like that, execution matters more than perfection.
The numbers are impressive—85 percent resolution rate, doubled conversions. But what does that actually mean for a customer? What's the experience like?
You open WhatsApp. You tell the agent you need a car for a week in July. It already knows you're married with two kids and you've been looking at flights to the beach. It suggests vehicles that fit a family trip. You pick one. It quotes you a price. The whole thing takes minutes instead of the back-and-forth you'd have with a human agent.
And the cost savings—from 10 percent to 2 percent of contract value. That's enormous. But is that sustainable? Will customers eventually expect this speed and efficiency everywhere?
That's the real question. Once you've shown people that a transaction can happen this smoothly, you've reset their expectations. Movida isn't just solving their own problem. They're training the market to demand this kind of experience.