Case Study: ADCOS achieves 60% autonomous customer service and 94.3% CSAT with VTEX CX Platform

ADCOS automates 60% of customer service with VTEX and lifts CSAT to 94.3%

ADCOS, a Brazilian premium dermo-cosmetics brand, faced the challenge of scaling its digital operations without losing its signature consultative and personalized customer service. To address this, the company partnered with vendor VTEX to implement its CX Platform and an Agentic AI customer service solution.

VTEX implemented an ecosystem of intelligent agents across WhatsApp and Webchat to automate critical support flows, including personalized product recommendations and post-sale tracking. This solution fully automated 60% of all customer interactions end-to-end and elevated the customer satisfaction score (CSAT) to 94.3%, which is 15% above the industry average. For ADCOS, VTEX also delivered elastic scalability to handle seasonal traffic without expanding its support team.

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