Nuvemshop, the leading e-commerce platform in Latin America, launches Nuvem Chat, a conversational commerce solution that uses advanced artificial intelligence to optimize WhatsApp customer service for brands selling on the platform. The tool is available for merchants in Brazil, Argentina, and Mexico, and its development is part of the company’s R$55 million investment in Artificial Intelligence across Latin America by year-end for new solution development.
“We know that managing an online store and scaling the business while offering close, personalized service is a major challenge. With this in mind, we combined Artificial Intelligence with humanized, personalized service to provide a virtual store assistant within WhatsApp. Thus, Nuvem Chat reduces operational workload and improves the end consumer’s experience, fostering loyalty and repeat purchases. Conversations maintain the brand’s tone and characteristics while resolving customer queries, eliminating the perception of robotic service—as if the team itself were speaking directly with customers,” explains Alejandro Vázquez, co-founder and president of Nuvemshop.
The solution’s key differentiator is allowing merchants to fully customize the virtual assistant’s tone to match their brand identity, making interactions more fluid and customer-friendly. Setup takes minutes, and the algorithm improves with interactions, delivering increasingly precise recommendations. The tool also interprets images, audio, and typos to better understand consumer needs.
Nuvem Chat is natively integrated with the e-commerce platform and WhatsApp Business. Merchants can request access and use it directly from their store’s admin panel. The solution provides real-time inventory updates, order statuses, and personalized product recommendations 24/7, synced with the catalog and order management.
During its three-month testing phase, the technology was used by over 500 platform clients across Latin America, managing more than 1 million consumer conversations. In Brazil alone, around 250 merchants have tested Nuvem Chat.
The new solution is being rolled out progressively to all Nuvemshop merchants by year-end, with monthly fees varying based on the entrepreneur’s e-commerce plan and conversation volume with customers. Users can test the solution free for 15 days before paying a variable monthly fee based on conversation count.
More information and tool access requests on this site.
Strong bet on conversational commercee
By investing in AI-powered conversational commerce, Nuvemshop reinforces its leadership in Latin America’s digital market, serving over 150,000 entrepreneurs—90,000 in Brazil. The company opens a new business front, using WhatsApp as a sales channel to complement online merchants’ sales mix.
“Brazil is among the top WhatsApp user countries, and conversational channels are growing in importance for consumer journeys. Channel diversification is crucial to reaching new audiences and succeeding online. Offering this solution to merchants—enabling efficient WhatsApp service—is key for Nuvemshop to keep lowering regional entrepreneurship barriers and creating the best experience for Brazilian brands and consumers,” emphasizes Vázquez.
As part of this AI investment to boost merchant e-commerce growth, the company acquired VICI in late 2024, a startup specialized in AI and conversational commerce. With the acquisition, VICI’s entire tech-specialized team joined Nuvemshop and collaborated with internal teams to develop Nuvem Chat.
