Customer service is one of the most important pillars of modern e-commerce. Currently, with increasingly connected, impatient, and demanding consumers, offering quick and personalized responses is essential to winning and retaining customers. In this context, artificial intelligence emerges as a strategic ally, and Weni by VTEX is one of the most complete solutions on the market.
With cutting-edge technology, a focus on conversational experience, and integration with channels like WhatsApp, the platform helps online stores automate their customer relationship management, scale operations, and increase customer satisfaction. Therefore, in this article, you will understand how Weni works, discover its key differentiators, and learn how to apply it to transform your online store's customer service.
WHAT IS WENI BY VTEX AND WHY IS IT IMPORTANT?
Weni by VTEX is an artificial intelligence platform specializing in automated conversations , created to help companies offer faster, smarter, and more personalized customer service across various digital channels . It is part of the VTEX ecosystem but operates as an independent business unit focused exclusively on AI-powered conversational solutions.
Weni 's proposition is clear: to use technology to resolve doubts, engage customers, and offer support at scale , all with fluidity, context, and personalization. In other words, this means your store can serve thousands of people simultaneously with relevant and consistent messages, without losing proximity to the consumer.
Instead of relying solely on human customer service staff, you have intelligent virtual agents capable of identifying intent, retrieving information, and directing the customer to the appropriate department if necessary. This reduces costs, improves the customer experience, and increases operational efficiency.
WHAT TECHNOLOGIES ARE BEHIND WENI BY VTEX
Multi-agents with collaborative intelligence
Weni allows the creation of multiple agents with different specializations. One for order inquiries, another for exchanges and returns, another for promotions, and so on. The system understands the customer's intent and automatically directs the conversation to the most appropriate agent.
Consequently, this architecture makes customer service more natural and accurate , with smooth transitions between topics and a higher rate of automated resolution.
Agent Builder (formerly Weni Brain)
Agent Builder is the platform's intelligence module that acts as the "brain" of customer service . With it, you can define the agent's personality, import knowledge bases, configure intelligent actions, and integrate systems, all in a 100% visual way, without needing to program.
This gives marketing, customer service or operations teams autonomy to create personalized experiences, test them and optimize them quickly.
Unified Call Center (Weni Chats)
Weni Chats is the platform's central dashboard, where the team monitors all interactions in real time, with complete history, custom tags , and filters. This allows them to identify bottlenecks, reassign customer service requests, and maintain control of operations even when bots and humans are working together.
WENI BENEFITS FOR E-COMMERCE
1- Reduction of service costs
By automating repetitive tasks, Weni allows human teams to focus on more strategic or complex cases. This reduces the need for large support teams and improves resource utilization.
As a result, companies that implemented Weni reported reductions of up to 50% in operational customer service costs.
2- More agility and availability
With Weni , customer service is available 24 hours a day, seven days a week . This means that even outside of business hours, the store can answer questions, send order updates, or even complete sales through channels like WhatsApp and website chat.
This constant availability is an important differentiator in the customer experience.
3- More fluid customer experience
Good customer service depends not only on speed, but also on context. Weni ensures that every message sent to the customer makes sense within the context of the conversation, maintaining the appropriate tone and avoiding repetition of information.
In this way, it builds trust, reduces friction, and contributes to a more positive relationship with the brand.
4- Assisted sales with intelligence
The platform can be used not only for support, but also for sales . It's possible to set up proactive messages based on browsing behavior, abandoned carts, or previous purchases.
These actions increase the chances of conversion, with more relevant and targeted approaches.
PRACTICAL APPLICATIONS OF WENI IN EVERYDAY LIFE
Service via WhatsApp
WhatsApp is the preferred channel for Brazilian consumers , and Weni leverages its use with bots that provide customer service, sell products, answer questions, and even collect feedback.
Furthermore, with the VTEX integration , the customer can, for example, check the order status automatically, without needing to speak to a human agent.
Automation of exchange and return flows
Another practical use is the creation of automated workflows for product exchanges and returns . Weni can identify if the request is within the deadline, guide the customer through the procedure, and automatically trigger reverse logistics.
This reduces errors, improves the experience, and eases the burden on the after-sales team.
Smart chat on the website
When implemented as a chatbot on the website, it can be used to capture leads, help customers choose products, or answer frequently asked questions before purchase, all with proactive and contextual support.
Automated after-sales
The platform can also be used to follow up with the customer after delivery , with automated confirmation messages, satisfaction surveys, and personalized offers. This strengthens the relationship and encourages repeat purchases.
REAL CASES AND RESULTS
Major national retail brands are already using Weni by VTEX and reaping significant results. For example, Carajás Home Center tripled the number of customer service interactions and drastically reduced response times . Meanwhile, the Cencosud Group increased customer satisfaction by integrating Weni into its WhatsApp customer service.
In other words, the data shows that AI in customer service not only reduces costs, but also improves engagement, loyalty, and conversion rates.
HOW TO IMPLEMENT WENI BY VTEX
To begin, the first step is to map the main customer touchpoints and identify which flows can be automated . Then, it's possible to:
- Create agents with the Agent Builder;
- Integrate systems and channels such as WhatsApp, website chat and social networks;
- Train the bots based on historical data real service;
- Monitor the indicators by Weni Chats;
Furthermore, implementation can be done in stages and adjusted according to business needs . With the support of an agency specializing in e-commerce, such as e-Plus , the process becomes more strategic and efficient.
CONCLUSION
Weni by VTEX is a robust, intuitive, and scalable solution for transforming customer service using artificial intelligence. By combining automation, personalization, and data, it helps online stores reduce costs, improve customer experience, and increase conversion rates across channels like WhatsApp and website chat.
Therefore, if you want to modernize your operation and better serve your customers without increasing costs, it's worth considering Weni in your strategy.
Finally, take the opportunity to check out other articles here on the e-Plus blog about automated customer service, artificial intelligence, and e-commerce performance.
