Atendimento inteligente vira vantagem competitiva e acelera o uso de IA no e-commerce em 2026

The beginning of 2026 consolidates a movement that had been forming in recent years: customer service becomes one of the main factors of competitiveness in the and e-commerce. In an increasingly immediate, multichannel and experience-oriented environment, companies that do not respond fast or do not respond well lose sales, reputation and relevance.

“In 2026, the customer does not compare only price or product & it compares experiences. And the first of them is the service. If the answer takes time, the sale does not happen”, the, tiago Vailati, CEO of Loopia, platform specialized in Chat Commerce with Artificial Intelligence.

Market data already indicate this change in behavior. Global studies indicate that more than 70% of consumers expect answers within minutes when interacting with brands on digital channels, while delays in service significantly increase cart abandonment rates and impact brand trust.At the same time, the conversation is no longer just support and begins to directly influence the purchase decision.

In this context, Artificial Intelligence applied to customer service gains space not only as an automation tool, but as a strategic infrastructure. Chat Commerce-based solutions allow businesses to operate 24 hours a day, Integrate multiple channels and maintain consistency in experience, even in large-scale operations.

According to the executive, the acceleration of the use of AI in customer service is directly linked to the pressure for efficiency and conversion. “ Companies have realized that it is not enough to be present in several channels. It is necessary to respond quickly, understand the context and lead the conversation to the decision. AI allows you to do this continuously, without relying on business hours”, he explains.

In practice, the results already appear. Operations that adopt AI agents in the service record average 50% increase in conversion of conversations into sales, besides more than 90% of the services solved without human intervention. The average response time drops to less than 30 seconds, decisive factor in environments such as marketplaces and WhatsApp, where competition is one click away.

In addition to conversion, another critical point enters the radar of companies: reputation. In marketplaces and social networks, the quality and speed of responses impact public reviews, ranking and visibility.“Aservice has become a reputational asset. A slow or disorganized operation not only affects that sale, but the perception of the brand as a whole”, Vailati highlights.

The advancement of AI in customer service also reflects a change in the role of these technologies within companies. If they were previously used in a timely manner, they now begin to operate throughout the entire journey (from pre-sale to after-sale & & & & & & & & & & & & & & & & & integrating data, interaction history and consumer behavior.

The trend for 2026 is clear: intelligent service ceases to be differential and becomes a competitive prerequisite. Companies that treat customer relationships as a strategy and not just as cost & cost come out ahead in an increasingly hotly contested, conversational and experience-driven market.