Zeny: the chatbot that learns marketplace specifics to personalize online service

Just four months ago, a Brazilian startup was born that is capable of revolutionizing what is already known about automation in e-commerce. Mercado Livre, Amazon, and Magazine Luiza are already some of the major marketplaces that have partnered with Jodda.ia, a Software as a Service (SaaS) that creates artificial intelligence (AI) to enhance digital customer service. And now, the next achievement of the "rookie" company in the market was the launch of Zeny, chatbot developed to adapt to the identity, values, and international policies of each brand subscribing to the platform.

This year, Brazil experienced the highest e-commerce growth worldwide, accounting for 6.9% of all national retail sales, according to a study by the São Paulo State Federation of Commerce of Goods, Services and Tourism (FecomercioSP). As is the case in other sectors, it is a natural step for AI to become involved in all this expansion. The "Scape Report E-commerce," produced in partnership between Pipeline Capital and the E-Commerce Brasil portal, confirms this by stating that the use of automation involving AI is attractive for ensuring personalization and 24/7 support for consumers.

Therefore, as explained Felipe Couto, CEO and founder of Jodda.ia, The startup emerged with the mission of meeting all online customer service expectations, and better yet: with a robot that learns marketplace values to always stay aligned with company language. "I like to think that ideal customer service will always be a reflection of the corporation. A good salesperson cannot serve their customers without knowing all the strategies and limitations of their business. So, Zeny was created to provide a complete experience that is fully aligned with the image brands wish to convey to their users."

Designed to operate exclusively in marketplaces, the chatbot runs continuously on platforms and stands out from the market with impressive results: it reduces response time by up to 50% and increases customer satisfaction by 35%, who then leave post-service reviews.

Jodda.ia's new robot is integrated into marketplaces by the startup itself. After implementation, it starts collecting data from the platform and each e-commerce has the autonomy to configure Zeny's responses as they prefer, including the option to connect with real salespeople. The entire solution was developed to further facilitate automation processes – necessary for the retail sector, from the smallest brands to market giants.

"Today, consumers from all economic and social levels have access to online commerce, and the presence of an AI like Zeny in marketplaces can meet this demand in a unique way, respecting brand identities and facilitating accessible and immediate interaction. A personalized chatbot goes beyond the 'satisfied customer' barrier, because the more it learns the company's values and policies, the more it strengthens the relationship and consumer trust," he emphasizes. Couto, who also leads the e-commerce company Blance.