Agentic CX in Sports Retail: How Martí Achieved a 280x ROAS with Conversational AI

The implementation was architected to cover the end-to-end customer journey across Webchat, WhatsApp, Messenger, and Instagram. The Intelligent Agent framework was customized for business-critical functions:

• Revenue Recovery: Automated re-engagement and support focused on abandoned cart rescue.
• Concierge & Payments: Seamless flow from product discovery to checkout.
• Logistics & Inventory Management: Native integrations with VTEX and physical store stock for real-time inquiries, including a specialized agent for returns and exchanges (RMA).
• Automated NPS & CSAT: Capturing actionable satisfaction insights without manual friction.

This headless, agentic approach allowed Martí to eliminate the complexity of managing data silos, unifying the customer experience under a single layer of data intelligence.

In just two months, the project demonstrated that conversational agents, when backed by a robust strategy, deliver conversion metrics that outperform traditional e-commerce:

• 32.4% Conversion Rate: In the WhatsApp sales recovery initiative, nearly one-third of interactions resulted in a successful transaction.
• 280x ROAS (Return on Ad Spend): With a tactical investment of just $1,299 MXN, the brand recovered over $355,000 MXN in revenue during the first month.
• 27,900% ROI: A definitive KPI validating the shift from manual workflows to high-performance autonomous agents.
• Scalable Revenue Recovery: 202 orders rescued in record time, with an average order value (AOV) of $1,761.47 MXN.

"The implementation of VTEX Agentic CX has significantly upgraded our digital service operations. This tool has allowed us to optimize response times, automate FAQs, and provide more agile and consistent support. Furthermore, the platform efficiently triages cases requiring human intervention, enhancing both the customer experience and internal team management. This deployment strengthens our service strategy, enabling timely responses and maintaining close communication with our customers throughout the entire buying journey. VTEX Agentic CX has become a key partner in our ongoing digital evolution at Deportes Martí, aligning us with e-commerce best practices." — Martí Team

The Martí case proves that Agentic AI in enterprise retail is far more than a troubleshooting tool. It functions as a commercial intelligence layer that identifies buyer intent and executes sales recovery in the channels where consumers are already active. By reducing operational complexity and driving scalability, Martí establishes a new gold standard: customer service that doesn’t just pay for itself—it generates real-time profitability.