Midea Scales High-Consideration Sales: 41% AOV Increase via VTEX Agentic CX Platform

In the home appliance industry, technical complexity is often the primary barrier to conversion. From energy consumption to precise dimensions, customers frequently face doubts that stall the decision-making process. For Midea, a global leader in the segment, the solution was found in re-engineering the journey through the Agentic CX Platform by VTEX.

By transforming their WhatsApp channel into a specialized digital concierge, Midea shifted from reactive support to an intelligent, pro-active consultancy model. These VTEX AI Agents leverage natural language processing to guide consumers from product discovery directly to checkout.

The success of this implementation stems from a "headless" and composable integration within the VTEX ecosystem. The platform creates a seamless flow by:

• Accessing Real-Time Data: Utilizing the VTEX Intelligent Search API and SKU catalog to provide immediate technical clarity.
• Contextual Assistance: Delivering manuals, usage specifications, and customer reviews exactly when they are needed most.
• Frictionless Conversion: Generating native VTEX Checkout links directly within the chat to close the loop instantly.

The transition to the Agentic CX model delivered robust results that redefine the role of digital service in revenue strategy:

• +41% Average Order Value (AOV): Transactions through the digital concierge significantly outperformed traditional e-commerce benchmarks, proving the value of guided assistance in high-consideration categories.
• 72% Resolutive Automation: The majority of pre-sales and service interactions are handled entirely by the AI, allowing for massive operational scale without expanding the support headcount.
• 85% Customer Satisfaction (CSAT): Intelligent automation balanced operational efficiency with a positive customer perception, with most consumers awarding the agent the highest satisfaction score.

The Midea journey with the Agentic CX Platform by VTEX proves that, in the enterprise sector, AI acts as a strategic revenue layer rather than just a cost-reduction tool. By unifying active coupons, product comparisons, and final checkout into a single, familiar interface, Midea effectively resolved technical friction while establishing a new benchmark for digital convenience.

The final result is a resilient operation capable of scaling personalized service and autonomous resolution while protecting operational margins.