Achieving maximum operational efficiency in customer service is a basic requirement in retail. In fact, the market demands instant, personalized, and, above all, effective responses. In this scenario, the VTEX CX Platform represents the consolidation of the former Weni by VTEX into a structure fully integrated into the ecosystem of the leading e-commerce platform in Latin America.
Basically, this transition, implemented in March 2026, offers a unified and consistent experience, allowing retailers to automate more than 90% of their customer service volume . Therefore, understanding the functionalities of this agency platform is vital for any manager seeking to reduce costs by up to 70% while exponentially increasing revenue.
What you need to know about VTEX. AGENTIC
- What has changed: the platform Weni by VTEX now it's called VTEX CX Platform, presenting an interface aligned with the visual identity and standards of VTEX;
- Autonomous resolution: the solution achieves a resolution rate of 91,5%, allowing retailers to handle over 250.000 monthly interactions without human intervention;
- Menu structure: The navigation has been intuitively reorganized into two main sections: Agent Builder (construction) and Operations (management);
- Out-of-the-box agents: It offers a gallery of pre-built agents ready for specific business tasks, such as sales and support;
- Sales results: The use of agentic AI generates a increase of more than 40% in Average Ticket Value (AOV) and impressive 20.900% ROI recovering from a cart;
- Security and recognition: The platform is compatible with SOC 2 and was named "Challenger" in Gartner Magic Quadrant 2025.
WENI's transition to the VTEX agency ecosystem.
First and foremost, it's crucial to highlight that the change from Weni by VTEX to the VTEX CX Platform wasn't merely aesthetic. The central objective of this automatic update was to unify the user experience, providing more intuitive navigation. As a result, the terminology became more accessible, facilitating the identification of tools and drastically reducing the learning curve for e-commerce teams.
In our experience with the evolution of VTEX platforms at e-Plus, we observed that visual and terminological consistency is a critical success factor. Often, merchants lost agility when dealing with disconnected tools . Therefore, by grouping resources into clear sections like Agent Builder , VTEX allows marketing and operations teams to quickly design complex flows without needing in-depth technical knowledge.
ADVANCED FEATURES: FROM AGENT BUILDER AO LIVE DESK
Furthermore, the workforce comprised of native VTEX AI agents offers functionalities that cover the entire customer journey. Through the Agent Gallery, merchants can deploy sales and marketing bots that natively convert visitors into buyers on channels like WhatsApp and Instagram . Consequently, tasks such as "One-click payment" via WhatsApp become powerful tools for direct conversion.
On the other hand, the platform's safety net resides in the Live Desk. When a case requires human sensitivity, the system performs instant transfer with zero data loss. This way, the human agent receives the entire conversation history and the context of the request immediately. A common challenge in CX projects is customer frustration at having to repeat information; VTEX's agentic solution eliminates this problem definitively.
Impact metrics and proven results.
To illustrate the transformative power of this technology, we have compiled the table below with performance indicators obtained by retailers using the platform.
| Performance KPI | Impact with VTEX CX Platform |
| Autonomous resolution rate | Above 90%, reaching peaks of 91,5% in large operations. |
| ROI in cart recovery | Approximately 20.900% return on investment |
| Call center cost reduction | Real savings of up to 70% on telephone support expenses. |
| Increase in AOV (sales) | Increase of over 40% in the average value of orders placed through agents. |
| Call volume (60 days) | A 35% reduction in total call volume in just two months. |
Unified Management and Data Intelligence
Above all, the platform offers centralized Channel Management . This means that WhatsApp, Instagram Direct, SMS, and Webchat are operated in a unified way. Furthermore, Advanced Analytics Dashboards allow executives to track deflection metrics and cost savings in real time. Thus, data-driven decision-making becomes the norm, not the exception.
In short, the VTEX CX Platform is not just a chat tool; it's a layer of operational intelligence that drives revenue growth. By automating customer service and operational tasks with speed and accuracy, your online store scales without the need to inflate your payroll.
Therefore, we invite you to explore other content on the e-Plus blog to continue refining your strategy. Now, if your project requires a high-performance implementation, migration, or evolution, talk to our team of experts . Discover how VTEX solutions and e-Plus expertise can transform your e-commerce ecosystem.
FAQ – Frequently Asked Questions about the VTEX CX Platform
What is the VTEX CX Platform?
VTEX CX Platform is the new name and evolution of the Weni by VTEX platform. It is an agentic CX solution focused on automating customer service and boosting sales through autonomous AI agents that resolve more than 90% of interactions without the need for human support.
What were the main changes in Weni's transition?
The main changes included updating the interface to the VTEX visual standard and reorganizing the menu into two main areas: Agent Builder and Operations. The nomenclature became more intuitive to better reflect the functions of each area, facilitating navigation and the use of the tools.
What are the main financial benefits of the platform?
The platform delivers massive results, such as an increase of over 40% in Average Order Value (AOV) and a 20.900% ROI on shopping cart recovery strategies. Furthermore, companies are seeing a reduction of up to 70% in fixed costs for call centers and traditional customer service.
Does the VTEX CX platform allow for human transfer?
Yes, the Live Desk feature ensures instant transfer to a human agent when needed. The platform's security network ensures that the entire conversation history and detailed request context are relayed without data loss, guaranteeing continuous service.
