Intelligent automation reduced escalations to only 5.41% of cases and achieved a resolution rate above 95%.
A major Brazilian footwear retailer, with an extensive network of physical stores and a strong online presence, was facing challenges in customer service.
Despite operating traditional channels such as phone, email, and webchat, the customer service team was small and the operation limited, handling an average of only 860 service interactions per month. In addition, the lack of proactive communication and poor integration between systems resulted in fragmented journeys, long wait times, and customer dissatisfaction.
Seeking to deliver a more fluid, preventive, and connected communication experience, the company turned to Weni by VTEX to centralize and automate its customer service journey.
The Solution
Implementation of the Weni Platform began in April 2025, officially going live on April 28. The customer journey was designed to provide a multichannel, frictionless experience—from first contact through post-sales—while preserving the human touch when necessary.
Active features:
- Order status and tracking inquiries
- Return management and refund notifications via AfterSale
- Issuance of duplicate invoices
- Abandoned cart recovery
- FAQ and escalation to human support
Integrations:
VTEX, Correios, and AfterSale (Troque Fácil)
Channels:
WhatsApp, Instagram, Facebook, Email, and Webchat
Weni technologies applied:
AI multi-agents integrated with Weni Chats
Initial Results (April–June 2025)
- Platform fully operational from go-live in April
- Resolution rate above 95% with intelligent agents
- Reduced demand for human service, with escalations in only 5.41% of cases
- 91% increase in customer interaction capacity (human team + AI), rising from 860 to over 10,500 monthly contacts
- Effective integration between B2C service and marketplace requests
- Enhanced customer experience with real-time responses
Conclusion
This case demonstrates how the structured implementation of intelligent agents specialized in retail allows customer service to scale while keeping teams lean, delivering a truly connected shopping experience.
The evolution of agent capabilities and the adoption of new data dashboards are already on the company’s roadmap, further expanding the solution’s potential and consolidating the consumer’s omnichannel experience.