In an industry where competition is intense and customer experience has become a key differentiator, the brands that lead are those able to deliver agile, effective, and scalable service — without sacrificing personalization.
It’s in this context that the new generation of Artificial Intelligence from Weni by VTEX emerges: an ecosystem of autonomous, intelligent, and specialized agents that work together in a coordinated way across different stages of the customer journey—from logistics support to post-purchase retention—resolving demands with high performance and depth.
What are Weni’s Multi-Agents?
In contrast to generic solutions based on predefined flows, Weni’s agents are built with advanced AI and designed to work autonomously and collaboratively, each with specific functions and business objectives.
Here’s how it works:
- Each agent specializes in a specific stage (e.g., replacing products during picking, tracking orders, preventing cancellations, FAQs, etc.);
- The agents integrate with systems like ERPs, CRMs, and OMS platforms, acting on real-time data;
- The customer interacts with a single point of contact, but behind the scenes, multiple agents collaborate to deliver fast and accurate responses.
Real use cases: What big brands are doing with Weni’s technology
Cencosud, one of the largest supermarket chains in Latin America, uses Weni’s technology to automate the replacement of unavailable products during the picking process. When a product is out of stock, the agent contacts the customer in real time, suggests alternatives, and finalizes the exchange—all automatically and fully integrated with the brand’s systems.
Angeloni, a leader in both food and non-food retail, is implementing a complete ecosystem of agents to reduce support demand for active orders and improve customer communication at key stages of the journey. With agents specialized in delivery status, failed order recovery, and consultative service, the chain is already seeing impressive operational results.
The results speak for themselves:
The implementation of Weni’s AI agents has delivered consistent impacts across various retail operations, generating significant gains in efficiency, customer experience, and financial results. Clients such as Infracommerce, Casa&Video, Positiv.a, and Grupo Líder, among others, are already seeing the benefits of this transformation, achieving results such as:
Performance and Resolution:
- 92% of cases resolved without human interaction
- 75% reduction in the number of calls to Customer Service
- 4x decrease in support demand for active orders (such as delivery status and FAQs)
Satisfaction and Customer Experience (CX):
- Satisfaction rates above 94%
- 70% of customers giving top ratings to agent service
- Average handling time (AHT) reduced from 3 hours to just 3 minutes
Operational and Financial Impact:
- More than 100% increase in team productivity
- 16% increase in revenue through conversational catalogs
- Less than 35% unsubscribe rate using smart notifications
- 20% reduction in customer service costs
Far Beyond Chatbots and Workflows: A New Layer of Retail Intelligence
More than just chatbots or workflow-based automation tools, Weni by VTEX represents a new layer of intelligence applied to retail. These agents don’t just automate tasks—they make data-driven decisions, learn from interactions, and work proactively to generate value for both the business and the customer.
With a fully flexible development environment (whether through code or visual interface), any brand can build its own agent architecture and integrate it into its digital ecosystem via API.
The future of retail is already here and in operation—driven by AI that truly works according to each customer journey and individual behavior. With Weni’s Multi-Agents, leading brands are redefining customer service, cutting costs, and strengthening customer loyalty at scale.
Want to see how this can be applied to your operation?
Discover Weni’s AI agents and transform your post-purchase experience with frictionless, proactive engagement.