Digital Concierge Doubles Conversion for Home Improvement Giant

In the Home Improvement and Decor vertical, the buyer's journey is inherently consultative. Technical specifications and project-specific requirements are make-or-break factors. When these questions aren't addressed in real-time, the customer journey is interrupted.

For a leading Brazilian retailer, the goal was to transform static PDPs into assisted-selling environments. The objective was to ensure customers had expert-level support at the exact moment of doubt, preventing revenue leakage caused by technical friction.

By deploying an AI-powered Digital Concierge, the brand scaled 24/7 expert sales assistance directly on-site. Strategic pillars included:

• Deep Contextual Awareness: The agent autonomously recognizes the exact SKU and attributes of the page the customer is browsing, ensuring high-precision guidance.
• Integrated Semantic Search: Native connection with VTEX Search, allowing customers to find items using natural language, even without knowing technical nomenclature.
• Seamless Visual UX: An optimized webchat interface that renders product imagery directly within the flow, reducing friction and accelerating the path to purchase.

The VTEX CX Platform delivered immediate results, building authority and buyer confidence:

• Conversion Rate: Skyrocketed from 3.4% to 7.4%, more than doubling the previous e-commerce baseline.
• Sales Volume: R$139,689.28 in attributed revenue in the first 30 days, including high-ticket orders.
• Engagement: Over 20,600 interactions and 1,917 carts generated directly by the AI agent.

This case proves that Agentic AI, when properly deployed, removes purchase barriers and qualifies the digital experience. The VTEX CX Platform delivered solid commercial results in record time, proving to be a strategic lever for online retail conversion.

Bring expert intelligence to your PDPs. Discover how VTEX CX Platform can scale your sales and transform the customer journey.