A digital concierge deployed on product pages increased the conversion rate from 3% to 7.4% and generated over BRL 139,000 in sales in its first month of operation.
Challenge
In the construction materials retail sector, purchase decisions are rarely impulsive. Technical specifications, correct applications, and product performance play a critical role in consumer choice. When questions arise and are not answered in real time, the journey is interrupted — limiting e-commerce performance and revenue growth.
Solution
To address this challenge, a leading Brazilian retailer implemented an intelligent agent from Weni by VTEX directly on its product detail pages (PDPs). Acting as an online specialist, the digital concierge answered customer questions in real time and guided shoppers through to checkout.
Key project differentiators included:
- Enhanced visual experience
The webchat solution was upgraded to display product images directly within conversations, along with visual improvements across the page—making interactions smoother and reducing navigation friction.
- Context-aware experience
Each customer inquiry automatically included the product name and SKU code from the page being viewed, ensuring the AI agent delivered accurate, relevant, and purchase-contextualized responses.
- Smarter search
The agent was integrated with VTEX Search, enabling queries based on popular consumer terms—including those not previously mapped to technical SKU nomenclature—significantly improving product discovery.
Results
The impact of the digital concierge was immediate. In the first month of operation, the project achieved:
- 20,624 customer interactions
- 1,917 carts generated directly by the AI agent
- A 7.4% conversion rate—more than double the site’s previous average (3.4%)
- BRL 111,257.33 in sales, including high-ticket orders
Conclusion
This case highlights how artificial intelligence can transform e-commerce performance by acting at the most critical moments of the purchase journey.
The intelligent agent from Weni by VTEX not only removed technical and informational barriers but also delivered measurable commercial impact in a short time frame. More than driving sales, the solution increased customer confidence and elevated the digital experience—proving that AI and convenience are strategic levers for online retail conversion.