Retail · Footwear & SportsAfter-sales for three brands scaled with AI bots
We scaled after-sales for three brands with a high volume of transactional queries, using AI bots integrated with VTEX, each with its own identity and able to run end-to-end processes.
- 67%
- Of resolutions automated, with no handoff to humans
- 83%
- CSAT
- FILA
- New Balance
- Umbro
AI bots integrated with VTEX — one architecture replicated across three brands.
One operation, three brands
Dass concentrates after-sales for FILA, New Balance and Umbro, brands with a high volume of transactional queries. BCR.CX deployed AI bots integrated with VTEX, one per brand, able to run end-to-end processes.
The solution
BCR.CX deployed one AI bot per brand — FILA, New Balance and Umbro — all integrated with VTEX and able to run exchanges, returns and order status end to end. The technical base is the same for all three, which brought 67% of resolutions to happen with no handoff to human agents.
Technologies and tools
- Conciex
- Zendesk AI Agents
- Amazon Connect
- App VTEX
Why this case matters
The same technology base serves three distinct brands, each with its own voice, cutting operational effort without flattening the experience.
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