A Coffee++, a leading Brazilian brand in 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 assistant, named LIA, was trained to provide consultative, humanized service aligned with the brand’s quality standards—all without the need for discounts.
Operating via WhatsApp, LIA interacts with consumers who abandon their carts, offering direct assistance with product-related questions, preparation methods, subscriptions, and brand benefits. The conversation tone is empathetic and personal, 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’ve expanded this experience to digital service—with speed, courtesy, and technical expertise,” says Tiago Alvisi, partner and director of Coffee++.
The project was developed in partnership with Coffee++’s team to ensure the AI was trained with deep knowledge of the products and language aligned with the brand identity. Beyond the 17.3% recovery rate, the AI also excelled in another key metric: most conversions occurred without coupons or promotions, which helps maintain profit margins and reinforces the brand’s premium positioning.
Cart abandonment is one of the most recurring challenges in Brazilian e-commerce. According to ABCOMM data, up to 82% of online shopping attempts are not completed, often due to unclear product information or purchase process uncertainty. Compra Rápida’s solution addresses these points by efficiently integrating human service and technology.
“Most dropouts happen because of unresolved questions. We already improved this with our one-click checkout. With LIA, we also tackle this service gap, boosting customer confidence and 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.
