How Cencosud Brazil Increased Online Revenue in 9% by Automating Substitutions with AI

Learn how implementing AI Agents specialized in retail led to increased revenue and 94% customer satisfaction.

Cencosud Brazil, one of the largest retail chains in Latin America, implemented an innovative solution with Weni by VTEX to address the challenge of stockouts in online shopping. This solution uses AI Agents specialized in retail to automatically suggest product substitutions via WhatsApp, ensuring speed and accuracy in the process.

How It Works

Watch the video demonstration of this solution:

Solution Architecture

The solution operates as follows:

• Upon identifying a stockout, the picker selects available alternatives in the store for the customer.
• Once the selection is complete, the logistics system sends this information to Weni by VTEX, which notifies the customer via WhatsApp, explaining the situation and presenting the substitution options.
• As soon as the customer makes a choice, Weni by VTEX relays the decision to Cencosud Brazil’s picking system, ensuring the order proceeds to delivery without issues.

The Company

Cencosud Brazil is among the largest supermarket chains in Latin America, with over 20,000 employees operating more than 300 stores across nine Brazilian states. The company has a solid history of using digital channels for shopping, including WhatsApp, as a strategy to facilitate and expand sales.

The Challenge

The growth of digital sales brought new operational challenges, particularly in managing stockouts during the picking stage. When a product was unavailable at the store responsible for delivery, the manual selection and approval of substitute items was slow, directly impacting customer satisfaction and increasing operational costs.

The Implemented Solution

In partnership with Weni by VTEX, Cencosud implemented Janet, an intelligent agent specialized in automated substitution management. The solution seamlessly integrates with the VTEX platform, enabling proactive and personalized communication with customers via WhatsApp whenever a requested product is unavailable. Customers receive immediate alternatives, ensuring a smoother and more accurate experience.

Results Achieved

• Increased revenue, even in post-sales: 9% growth in average ticket value after implementation.
• Enhanced customer experience: Customer satisfaction rate reached 94%, indicating a significant improvement in the shopping journey.

Qualitative Results and Additional Gains

• Increased operational efficiency by eliminating manual interactions, allowing the team to focus on strategic activities.
• Improved stock control and reduced waste by directing customers to available products.
• Direct reduction in operational costs through the automation of previously manual processes.

“Before, our team had to manually type messages for each customer—it was all very manual and lacked standardization, which took time. Now, everything is automated and faster, so the customer service team can focus on other activities and be more strategic.”

Beyond productivity gains, automation also enhanced the customer’s perception of professionalism:

“From the customer’s perspective, automation gives a sense of professionalism; they perceive that there is a structured system and an official channel.”

The adoption of artificial intelligence through specialized agents not only reduced operational costs but also set a new standard for customer satisfaction and efficiency. Cencosud Brazil’s experience highlights the strategic potential of automated solutions in retail, demonstrating how technology and AI can transform operational challenges into tangible results.