84% AI Resolution and 80% CTR: How Grupo Rossetti Unified Sales with the WhatsApp Conversational Tool on VTEX Agentic CX

Grupo Rossetti—spanning Rossetti Deportes, Henzi, and Femme—faced the defining pressure of the modern multi-brand retailer: managing a relentless volume of interactions across multiple channels without surrendering speed or quality. Logistics inquiries, post-sale support, and product discovery questions were consuming the human team while conversion opportunities quietly slipped away.

By adopting the Agentic CX Platform by VTEX, the group deployed an intelligent agent simultaneously active on WhatsApp, Instagram, and Facebook. This digital consultant doesn't just answer questions, it proactively recommends products, tracks orders in real time, and re-engages customers who have abandoned their carts.

The strategy's success is rooted in a "headless" integration that connects conversation directly to the commerce core. The architecture functions through a coordinated, multi-agent flow:

• The Agent Manager: Verifies customer history and preferences to personalize every interaction from the first message.
• The Product Concierge: Leverages the VTEX Intelligent Search API and Meta Catalog integration to surface the right products at the right moment.
• Backend Integration: Consults VTEX and OCA logistics APIs to provide instant, accurate order status without human intervention.
• Strategic Human Handoff: For cases requiring extra care or sensitivity, the AI smoothly transfers the conversation to a human specialist—preserving context and continuity.

The transition to Agentic CX produced immediate, high-impact results that validated the group's commitment to intelligent automation:

• 84% Resolution via AI: Most customer needs are resolved autonomously by the platform, freeing the human team for higher-value work.
• 80.62% Click-Through Rate (CTR): Re-engagement campaigns featuring "Finish Purchase" calls-to-action achieved an extraordinary response rate—proof that timing and relevance are everything.
• 24,000+ Messages Processed: The operation reached massive conversational scale within a single month of going live.
• Increased Team Productivity: By absorbing routine queries, the AI unlocked human capacity for strategic work like product cataloging and campaign planning.

The Grupo Rossetti journey with the Agentic CX Platform by VTEX marks a genuine cultural shift—one where AI becomes the primary engine for both customer service and sales. With an 84% resolution rate and standout engagement in proactive campaigns, technology has evolved from support tools to strategic business pillars. The model is clear: AI handles scale with precision and warmth, while the human team stays focused on the decisions that truly require them.