Weni by VTEX

Rossetti Deportes: AI connecting brands, customers, and new ideas in Argentina’s sports retail

Rossetti Deportes: AI connecting brands, customers, and new ideas in Argentina’s sports retail

84% AI Resolution Rate and 80% Click-Through on Re-engagement Campaigns

Grupo Rossetti is a leading name in Argentina’s sports retail market, bringing together renowned brands such as Rossetti Deportes, Henzi, and Femme. In 2025, the group decided to take a bold step toward transforming customer experience and exploring the full potential of artificial intelligence, choosing Weni by VTEX as its strategic partner.

Since June 2025, the group has implemented active AI agents across two of its brands and is preparing to launch a new assistant for Rossetti Adventure, while also planning to extend AI adoption to internal operations, particularly in the HR department.

The Challenge

With a strong physical and digital presence, Grupo Rossetti aimed to:

  • Unify and streamline customer service across multiple channels.
  • Turn every touchpoint into a positive experience while driving sales.
  • Reduce manual workload, especially for post-sales and logistics requests.
  • Create an environment for continuous testing and innovation.

The Solution

Partnering with Weni, the group implemented a multichannel intelligent agent operating on Instagram, WhatsApp, and Facebook, supported by seamless escalation to Weni Chats, our human support platform, whenever sensitivity or customer preference required a human touch.

This AI agent acts as a specialized consultant, capable of:

  • Answering product and policy questions.
  • Recommending items based on customer descriptions and sending direct purchase links to the website.
  • Tracking orders and providing proactive or on-demand logistics updates.

In practice, the AI combines post-sales interactions that build trust and loyalty with real-time support that enhances the buying journey.

For example, a customer reached out on WhatsApp searching for a specific sneaker model for her son, which was unavailable in the desired size. The AI agent quickly suggested the closest alternative in stock. When the customer declined, the AI escalated the case to a human agent, who committed to notifying her when the exact product became available.

Even with escalation, the AI ensured the customer left the conversation with actionable options, never with a simple “out of stock.”

Initial Results (First 30 Days)

  • Over 24,000 messages exchanged between customers and AI agents.
  • Fully integrated multichannel operation.
  • AI resolution rates exceeding 80%
  • Cart recovery actions achieving an 80.62% click-through rate on checkout buttons
  • Noticeable improvements in agility and post-sales quality across active brands.
  • Significant reduction in human service demand and productivity gains.

Thanks to the tool, our customer service team was able to focus on other activities, such as product cataloging

Next Steps

Grupo Rossetti continues expanding its AI journey, with projects already on the roadmap for the second half of the year, including the launch of Rossetti Adventure into the ecosystem and the deployment of AI agents for internal and HR support.

With a forward-looking mindset and a culture of experimentation, Grupo Rossetti demonstrates how technology is no longer just a support tool but a strategic pillar of the business. With every interaction, its AI agents take on a more central role in resolving customer needs with speed, quality, and a natural customer-first approach.

This journey with Weni reflects a cultural shift: customer service no longer depends solely on people—it leverages AI as a driving force. Human agents remain, but in rare and strategic roles within the operation. The result is more focused service, faster response times, and sustainable operations, setting a new benchmark for the retail industry.