A Coffee++, Brazilian brand known for specialty coffees, recovered 17.3% of abandoned carts in just 30 days with the support of an artificial intelligence solution developed by Compra Rápida, a startup specialized in e-commerce conversion. The virtual seller, named LIA, was trained to provide consultative, personalized, and high-quality service aligned with the brand’s standards — all without the need for discounts.
Operating via WhatsApp, LIA interacts with customers who abandon their carts, offering direct assistance regarding product-related queries, brewing methods, subscriptions, and brand benefits. The tone of the conversation is empathetic and friendly, as if the customer were speaking with a barista or team specialist.
“Our mission has always been to provide a complete specialty coffee experience, from the farm to the cup. With LIA, we were able to extend this experience to digital support with speed, courtesy, and technical knowledge,” says Tiago Alvisi, partner and director of Coffee++.
The project was developed in collaboration with the Coffee++ team to ensure the AI was trained with a deep understanding of the products and language aligned with the brand’s identity. In addition to the 17.3% recovery rate, the AI also excelled in another important metric: most conversations took place without the use of coupons or promotions, which helps maintain profit margins and reinforces the brand’s premium positioning.
The challenge of cart abandonment is one of the most common in Brazilian e-commerce. According to ABCOMM data, up to 82% of online purchases initiated are not completed, often due to lack of clarity about the product or insecurity in the purchasing process. The solution of Quick Purchase acts precisely on these points, integrating human service and technology efficiently.
“A large part of the abandonments occur due to unresolved doubts. We have already improved this with our one-click checkout. With LIA, we also tackle this gap in service, increasing customer confidence and boosting conversion,” explains Marcoccia.
In just one month of operation, Coffee++ saw concrete results in conversion, experience, and engagement, proving that AI and specialty coffee go hand in hand when the focus is on the consumer.
