Product descriptions:
As the biggest automotive marketplace in Brazil, Webmotors recognizes the impact quality customer experiences have on their users. Data insights are a key contributor to that goal, helping employees gain greater visibility without tapping into manual resources. By implementing Databricks AI/BI Genie, Webmotors reduced the number of manual tickets by 72% YoY and saved two hours of employee time per request. Employees can now get the same insights without needing deep technical knowledge with the help of AI/BI Genie’s natural language queries.
Time-consuming support tickets strain the data team
With a mission to connect car sellers with buyers via a high-quality user experience, Webmotors’ data team ensures that data and careful analysis inform every decision across the organization. Employees had access to data but lacked the technical skills to analyze it effectively.
This created a bottleneck where even simple questions required technical support. As a result, the data team’s time was spent on a constant flow of support tickets, leaving them with less time for deeper analysis and strategic impact.
“Our analysts were working around the clock helping their coworkers get the answers they needed,” Arjuna Lacerda, Data Analytics Lead at Webmotors, remarked. “It simply wasn’t sustainable. We needed a solution that empowered everyone, including employees with less technical knowledge, to get the results they needed.”
Even with the data team dedicating significant time to resolving tickets, the turnaround time was still three days — far too long, especially given the time-sensitive nature of some queries.
Using Databricks AI/BI Genie to craft a quality self-service experience
Webmotors was already utilizing Databricks as an end-to-end platform, featuring solutions in data engineering pipelines, governance using Unity Catalog, self-service analytics with Databricks SQL and machine learning models for recommendation purposes. The choice to use AI/BI Genie to reduce the data team’s ticket load was a logical next step.
“Most users didn’t feel confident exploring data, which made the process slow and reactive, and often led to decisions without solid data backing,” Vivaldo Neto, Head of Data at Webmotors, explained. “With only 18 training sessions, we were able to get 214 users across departments trained on AI/BI Genie, helping them self-service and get insights into employees’ hands almost instantly.”
Before AI/BI Genie, self-service was limited to dashboards. Any question beyond that scope, even something simple like combining two datasets, became a ticket for the data team. Today, the data team is able to focus more on complex queries and strategic impact, while employees easily tap into AI/BI Genie for simple questions.
“With AI/BI Genie, employees now get answers using natural language, without needing SQL or any technical knowledge,” Vivaldo shared. “This reduced the workload for analysts and empowered business areas.”
After implementing AI/BI Genie, Webmotors developed a full internal ecosystem around it, including business rooms, structured request flows, training sessions, dashboards, feedback monitoring and automation for continuous improvement.
Innovative insights, now at your fingertips
Giving employees the ability to query data using natural language has revolutionized the organization’s ability to respond quickly and make informed decisions. “With AI/BI Genie, we evolved into a guided and scalable self-service model,” Vivaldo stated. “Users ask questions in natural language and get answers based on well-structured, contextualized data. Today, self-service means speed, autonomy and trust.”
The team reached over 100 monthly active users in less than six months, demonstrating real demand for AI/BI Genie for answering queries in departments like product, marketing, sales and finance. “Across the organization, AI/BI Genie is making a difference,” Raphael Lima, Data Engineer Lead, added. “Our users’ confidence and high use of AI/BI Genie in their day-to-day work speaks to the impact it’s made in our organization.”
Furthermore, it significantly reduced the load on the data team, giving them back 200 hours of analyst time per month. AI/BI Genie has handled more than 2,800 conversations so far.
Looking ahead, Webmotors plans to embed AI/BI Genie queries in dashboards and automate improvements using feedback loops. “Our team is leading the way toward a more data-driven culture,” Vivaldo claimed. “There’s always a new opportunity to make sure that the right data and insights are driving every decision.”