Efficiency at Scale: Americanas Eliminates Queues and Doubles Ticket Resolution with VTEX CX

For one of Brazil’s largest retail players, scale is the ultimate challenge. Americanas turned to VTEX CX Platform to optimize its digital operations, with a clear objective: reduce manual effort and minimize hand-offs to human agents across critical post-purchase journeys.

By deploying intelligent agents on WhatsApp and webchat, the retailer didn't just automate processes—it redefined operational efficiency by resolving the vast majority of customer requests directly within the AI interface.

Americanas' key differentiator was transforming support into a comprehensive end-to-end self-service machine. The solution was engineered to instantly recognize customer context, removing authentication friction and giving the AI full autonomy to resolve requests.

Implementation Pillars:

• Cookie-Based Identification: The agent automatically recognizes logged-in users, delivering personalized support without repeatedly asking for personal details.
• Invoicing API Integrations: Direct connection with order management and invoice systems to provide real-time updates on order status, pickup details, and delivery tracking.
• End-to-End Resolution Autonomy: Workflows designed for the AI agent to complete interactions without relying on a human representative.

The metrics show a dramatic shift in Americanas’ support efficiency. The agentic layer's ability to retain customers and resolve inquiries without escalating to human teams more than doubled:

• AI Containment Rate: Reached 68.3%, representing a 38.3 percentage-point jump compared to the pre-deployment baseline of just 30%.
• Relative Increase in Resolution: Reached 127.7%, showing that issue resolution more than doubled compared to the previous setup.
• Customer Satisfaction Score (CSAT): Averaged 4.5/5 based on 563,694 responses. This reflects an impressive engagement rate, with nearly 74% of conversations leading to an evaluation. Of total respondents, 77.21% reported being very satisfied and 9.47% satisfied.

"Previously, only 3 out of 10 conversations were fully resolved by technology. Today, with AI, more than 7 are contained and completed without human intervention."

For Americanas, the project's success shows how AI-driven automation can unlock unprecedented efficiency across high-volume operations. By retaining over 60% of interactions, the team gains the bandwidth to focus on complex cases while delivering immediate resolution to shoppers.

Strategic Wins:

• Lower Operational Costs: Reduced ticket volume escalating to call centers.
• Personalized Experience: Instant recognition of customer identity and order context.
• Digital Maturity: Leveraging APIs to transform support into a real-time data hub.

The Americanas case study reinforces that the future of enterprise retail support relies on deep system integrations and autonomous resolution capability. With VTEX CX Platform, the brand proved it is possible to automate support and boost business efficiency without compromising quality or satisfaction.