Advancing Customer Experience with Our New AI Service Agents

Apr / 22 / 2026

We continue to strengthen our innovation and customer experience strategy with the launch of our new AI Customer Service Agents: “Facilito” at La Curacao, “Tu Experto en Tecnología” at RadioShack, and “TropiAsesor” at Almacenes Tropigas. This initiative represents another step forward in the evolution of the shopping experience and positions us among the pioneers in implementing artificial intelligence solutions across the Latin American markets where we operate.

This initiative is part of our ongoing evolution toward a more agile, useful, and customer-focused experience by integrating customer support and guidance through these digital assistants. Through them, we aim to deliver more personalized and consistent responses during key moments of the customer journey.

A New Step Forward in Customer Experience

This launch represents an important step forward in how we continue transforming the customer experience. Beyond introducing new tools, we are strengthening a service model that combines technology, proximity, and responsiveness to deliver higher-value experiences for our customers.

Unlike a traditional chatbot limited to conversational responses, these intelligent agents can analyze customer requests, understand their needs, and execute actions that help resolve inquiries more effectively, enabling a more agile, contextual, and seamless experience with less reliance on human intervention.

This milestone also marks the beginning of the regional rollout of our Agentic CRM, an intelligent agent-based customer engagement platform. Its implementation will begin in El Salvador and expand to the other five ULA countries during September 2026.

Features Designed to Enhance the Customer Experience

Through these new AI agents, our customers will be able to access a variety of features designed to make their experience simpler, faster, and more convenient:

  • Real-time store information, including store hours, locations, and direct navigation through Waze and Google Maps.
  • Order tracking for purchases made in-store and through ecommerce, including home delivery and click & collect orders.
  • Credit services, including access to active credit information, payment dates, installment details, outstanding balances, and payment locations.
  • Post-purchase support and guidance for returns and related requests.
  • Support services linked to purchases, such as installation, assembly, or product repair based on the customer’s history.
  • Product recommendations tailored to customers’ interests and shopping needs.
  • Intelligent comparisons of product prices and features across our ecommerce catalog.

 

We continue to advance innovative solutions that help us deliver a more efficient, personalized, and customer-focused experience, making it easier for our customers to access information, services, and support when they need it most.

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