Coffee ++ , a leading Brazilian brand of specialty coffees, recovered 17.3% of abandoned shopping carts in just 30 days with the support of an artificial intelligence solution developed by Compra Rápida , a startup specializing in e-commerce conversion. The virtual sales assistant, named LIA , was trained to offer 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 shopping carts, offering direct assistance with questions related to products, preparation methods, subscriptions, and brand benefits. The tone of the conversation is empathetic and approachable, as if the customer were speaking with a barista or team specialist.
“Our mission has always been to offer a complete specialty coffee experience, from farm to cup. With LIA, we were able to expand this experience to digital service, with agility, friendliness, and technical expertise,” says Tiago Alvisi, partner and director of Coffee++ .
The project was developed in partnership with the Coffee++ team to ensure that the AI was trained with in-depth knowledge of the products and language aligned with the brand identity. In addition to a 17.3% recovery rate, the AI also demonstrated strength in another important indicator: most conversions occurred without the use of coupons or promotions , which contributes to maintaining profit margins and reinforces the brand's premium positioning.
The challenge of abandoned shopping carts is one of the most recurring in Brazilian e-commerce. According to data from ABCOMM, up to 82% of online purchases are not completed , often due to a lack of clarity about the product or insecurity in the purchasing process. Compra Rápida's solution addresses precisely these points, efficiently integrating human service and technology.
“A large part of the abandonment happens because of 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 concrete results in conversion, experience, and engagement, proving that AI and specialty coffee go hand in hand when the focus is on the consumer.
