A Coffee++, a 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 theQuick Buy, startup specialized in conversion for e-commerce. The virtual seller, namedLIA, was trained to provide consultative, humanized service aligned with the brand's quality standards — all without the need to offer discounts.
Operating via WhatsApp, LIA interacts with consumers who abandon their carts, offering direct assistance with questions related to products, preparation methods, subscriptions, and brand benefits. The tone of the conversation is empathetic and close, as if the customer is talking to a barista or team specialist.
"Our mission has always been to offer a complete special coffee experience, from the farm to the cup. With LIA, we have been able to expand this experience to digital service, with agility, friendliness, and technical knowledge," affirmsTiago Alvisi, partner and director of Coffee++.
The project was developed in partnership with the Coffee++ team to ensure that the AI was trained with an in-depth repertoire of products and language aligned with the brand's identity. In addition to the recovery rate of 17.3%, AI also showed strength in another important indicator:most of the conversions occurred without the use of coupons or promotions, which contributes to maintaining the profit margin and reinforces the brand's premium positioning.
The challenge of cart abandonment is one of the most recurring issues in Brazilian e-commerce. According to data from ABCOMM,up to 82% of online initiated purchases are not completedoften due to a lack of clarity about the product or insecurity in the purchasing process. The Quick Purchase solution addresses these points precisely, integrating human support and technology efficiently.
"Most of the dropouts happen due to unresolved doubts. We have already improved this with our one-click checkout. With LIA, we also address this gap in customer service, increasing customer confidence and boosting conversion," explains Marcoccia.
In just one month of operation, Coffee++ saw tangible results in conversion, experience, and engagement, proving that AI and specialty coffee are a perfect match when the focus is on the consumer.
