Agentic Efficiency: How Promofarma Cut Human Service Volume by 50% with VTEX CX

Promofarma faced significant latency due to a mismatch between demand and capacity. Their customer support team was constantly overwhelmed by high volumes of repetitive, transactional inquiries. This strain was exacerbated by fragmented communication channels—WhatsApp, Instagram, and email—operating in silos. Without a centralized view, the team struggled with data synthesis, leading to long wait times and declining customer satisfaction. To scale effectively, the company required a solution to automate repetitive tasks and unify management.

The implementation of VTEX CX focused on transforming customer service into a strategic asset through three pillars:

• Actionable Omnichannel: Unifying social media and voice APIs to capture full customer history, ensuring context is preserved as customers transition between channels.
• Intelligent Automation: An agentic layer integrated with the VTEX OMS and external tools, such as Abbiamo (last-mile logistics), to resolve post-purchase transactional inquiries instantly.
• Data-Driven Management: Full visibility into contact drivers and performance, allowing for real-time tactical adjustments.

The transition to agentic intelligence allowed Promofarma to eliminate queues daily and achieve efficiency metrics that outperform market benchmarks:

• 50% reduction in human-handled service requests.
• 74% direct resolution rate via AI.
• 73% CSAT score.
• Elimination of queues: Instant response times and stabilized Average Handling Time (AHT).

"Pharmacy customers have a high sense of urgency, so we must commit to speed and provide support when things go wrong. We deployed VTEX CX in early October, and saw immediate results: 30% of contacts were handled by the concierge in the first month, 60% in the second, and now we are reaching 80%. This not only ensures fast answers but has significantly improved the quality of human interactions. It has transformed the overall experience."

— Renato Fukace, Director of Expansion and Digital Channels at Promofarma.

Automation became the catalyst for elevating the team's technical capabilities. By delegating 74% of demands to AI, Promofarma shifted its service department from a reactive cost center to a consultative, high-efficiency operation.

"Before implementation, during peak online sales periods, we would receive over 50 complaints a day on Reclame Aqui. Today, that number is down to 1 or 2 per day, despite a significantly higher order volume. We are achieving scale, maintaining high-quality service, and our NPS indicators are continuously trending upward."

— Renato Fukace, Director of Expansion and Digital Channels at Promofarma.

With post-purchase support stabilized, the brand is now expanding this solution across the entire buying journey, leveraging agentic intelligence to accelerate sales and drive hyper-personalization.