Intimissimi: How AI Scaled Support and Doubled Customer Service Capacity

Previously, Intimissimi relied solely on WhatsApp and email. High volumes of order-related inquiries fully consumed the service team's capacity, preventing the expansion into strategic areas like direct on-site pre-sales support.

The challenge was to create an intuitive and fluid buying journey that could scale without sacrificing the brand's premium positioning. Intimissimi needed technology that functioned as a true concierge, transforming every touchpoint—from product discovery to post-purchase—into a value-driven experience.

By adopting the VTEX CX Platform, Intimissimi evolved from rigid, decision-tree-based chatbots to generative AI agents. These agents maintain the brand's precise tone of voice while resolving diverse and complex consumer demands.

• Intelligent Training: The institutional knowledge gathered from human advisors was migrated to the platform, ensuring the AI mastered not only technical specifications regarding fabrics and tailoring but also the essence and tone of Intimissimi.
• Continuous Monitoring: The strategy did not end at the "Go Live" stage. The team implemented rigorous monitoring to ensure consistency and quality across all AI interactions, calibrating guardrails and prompts to reach excellence at every stage of the customer journey.

The implementation triggered a drastic operational transformation:

• Operational Efficiency: The brand recorded a nearly 70% reduction in inquiry volume across traditional channels (WhatsApp and email). This freed up the human team to focus on high-value tasks, such as training new AI models and improving internal processes.
• Strategic Expansion: With newfound efficiency, Intimissimi launched on-site webchat, allowing AI to assist customers at the exact moment of purchase decision.
• Doubled Capacity: Maintaining the same headcount, the brand successfully doubled its total service volume. Today, only 20% of tickets require human intervention, while the AI manages the scale with high accuracy.
• Customer Impact: With an 81% CSAT score, Intimissimi proves that AI does not replace human talent; rather, it amplifies the brand's ability to be the ideal guide for the shopping experience at every point of contact.

"Since implementation, VTEX CX has drastically reduced our reliance on human-only support. This allowed us to shift our team's strength and technical expertise toward monitoring AI interactions to identify bottlenecks and deploy tool improvements. It is a continuous process: the more we refine the tool, the fewer adverse demands and consumer issues we face."

— Ricardo Chican, Head of Digital & Growth at Intimissimi

Engineered for global scale, the architecture supports consistent conversational experiences across various channels and regions. With VTEX CX, Intimissimi has demonstrated how AI-driven concierge commerce can elevate the fashion retail experience—transforming chat into a strategic channel for sales and service while rigorously maintaining the brand's premium stature.