Veste S.A. boosts sales on WhatsApp with Whizz, OmniChat AI agent

 A Veste S.A., Brazilian company of high standard clothing and accessories, owner of the brands Le Lis, Dudalina, John John, Bo.Bo and Individual, consolidated WhatsApp as one of the main channels of sales and customer relationship.The movement took place after the implementation of Whizz, artificial intelligence agent of the OmniChat, leading platform in chat commerce and WhatsApp Business Solution Provider (BSP). The solution optimized the company's service operation, unifying communication, reducing response time and significantly increasing conversions.

With 175 own stores and presence in thousands of multi-brands, Veste S.A. is recognized for providing premium shopping experiences. With the acceleration of digitalization during the pandemic, WhatsApp became a strategic point of contact with the consumer. The challenge was to expand the service without losing the human touch characteristic of brands. Before the partnership with OmniChat, each store communicated independently with customers, the processes were decentralized and difficult to measure. In addition, the average waiting time of more than five minutes caused the conversion rate to fall from 15% to only 2%.

“The big challenge was to structure a channel that was fast, scalable and, at the same time, preserved the identity of our brands. That was when Whizz proved to be the ideal” solution, explains Pedro Correa, director of technology, CRM and e-commerce at Veste S.A.

With Whizz, the company began to offer 24-hour service, seven days a week, capable of handling thousands of interactions simultaneously, preserving the specific tone of voice of each brand. The integration with the VTEX platform reinforced the omnichannel strategy, uniting e-commerce and physical store in a fluid experience. Between January and March 2025, the results were expressive: the John John brand, recorded more than 1,600 interactions with an average conversion rate of 26%

The implementation of smart chatbots complemented the work of teams, optimizing operational steps and increasing efficiency. In Dudalina, for example, the volume of manual calls fell 20%, while team productivity grew between 30% and 40%, and the customer satisfaction score increased by 5%. Bots created with Whizz answer frequent questions, automatically send invoices and report order status, freeing up time for sellers to dedicate to personalized calls.

Another highlight is the strategy of recovering abandoned carts via WhatsApp, for John John, which performed better than email marketing, with an increase of 8% in the opening rate and 15% in the conversion index. Between October and December 2024, automated campaigns via OmniChat recovered thousands of reais in revenue, reinforcing the role of AI as a growth lever.

In just one year of operation with Whizz, Veste S.A. has achieved 40% of increased service scalability, 200% of growth in customer satisfaction and fully automated sales operations in key brands. “O Whizz has the human warmth, tone of voice and the way to communicate with each brand. This was essential to raise customer satisfaction and boost sales”, highlights Risoneide Silva, Operations and Relationship Manager at Veste S.A.

For Rodolfo Ferraz, head of Sales at OmniChat, the success of Grupo Veste reflects the true potential of artificial intelligence when applied with purpose and strategy. “The Veste Group case shows exactly the power of AI when implemented in a humanized way. Whizz is not just an automation tool, but an intelligent agent who understands the customer, respects the identity of each brand and turns conversations into real sales. Veste has managed to scale its operation without losing the human touch, and this is the future of digital retail”, he says.