Discover how predictive AI on WhatsApp now handles 72% of interactions while maintaining an 85% CSAT score. A prime example of scale and efficiency in conversational commerce with VTEX Agentic CX.
Concierge Commerce as a Lever for Scalability
In the home appliance sector, there is a classic challenge: technical complexity as a barrier to conversion. Dimensions, energy consumption, and usage specifications often create doubt and impact the purchasing decision. For Midea, a global leader in the segment, the answer didn’t come through traditional support, but through a redefinition of the customer journey. By implementing VTEX Agentic CX, the brand transformed its WhatsApp into a specialized concierge, eliminating friction in the digital go-to-market.
Unlike reactive chatbots, Midea’s solution acts as an intelligent technical consultant. Integrated into the entire VTEX e-commerce ecosystem, the agent processes natural language to guide consumers from product discovery to checkout. This architecture allowed Midea to orchestrate a headless conversational journey, where technical specs, user manuals, and customer reviews are delivered contextually, accelerating the decision cycle without human intervention.
Impact Indicators: Efficiency and Profitability
The transition to an AI-guided sales model delivered robust results that redefine the role of customer service in the revenue strategy:
- +41% Average Order Value (AOV):
Transactions via the concierge significantly outperform traditional e-commerce benchmarks, proving the value of assisted curation in high-consideration categories.
- 72% Resolutive Automation:
The vast majority of pre-sales and customer service interactions are fully resolved by AI, ensuring operational scalability without inflating support headcount.
- 85% CSAT (Customer Satisfaction Score):
Intelligent automation successfully balanced operational efficiency with a positive customer perception, with most consumers giving the agent a top rating.
Beyond Support: A Growth Channel
Midea’s journey with VTEX Agentic CX demonstrates that, in enterprise retail, Artificial Intelligence should not be seen merely as cost reduction, but as a strategic revenue layer. By unifying active coupons, product comparisons, and checkout into a single, familiar interface, Midea did more than solve technical doubts — it created a new standard of digital convenience.