Nuvemshop, the leading e-commerce platform in Latin America, launches Nuvem Chat, a solution forconversational commercethat uses advanced artificial intelligence to optimize customer service via WhatsApp for brands that sell on the platform. The tool is available for retailers in Brazil, Argentina, and Mexico, and its development is part of a company's R$ 55 million investment in Artificial Intelligence in Latin America by the end of the year for the development of new solutions.
"We know that managing the online store and scaling the business while providing close and personalized service is a great challenge. With this in mind, we combined Artificial Intelligence with humanized and personalized service to provide a virtual store assistant within WhatsApp. Thus, Nuvem Chat allows for a reduction in the business's operational load and improves the end consumer's experience, encouraging loyalty and repeat purchases. The conversations maintain the brand's tone of voice and characteristics and resolve consumers' doubts, eliminating the perception of robotic service, as if the team were speaking directly with the customers," explains Alejandro Vázquez, co-founder and president of Nuvemshop.
The main advantage of the solution is allowing the virtual assistant's tone of voice to be fully customized by the retailer according to the brand's identity, making the service more seamless and facilitating the conversation with the customer. All the setup is done in minutes, and the algorithm improves with interaction, making increasingly accurate recommendations. The tool also interprets images, audio, and typos to better understand the consumer's needs.
Chat Cloud is natively integrated with the e-commerce platform and WhatsApp Business. Shop owners can request access to the tool and use it directly from the virtual store's admin panel. The solution provides real-time inventory information, order status, and personalized product recommendations 24/7, connected to the catalog and order management.
In the testing phase, over the past three months, the technology has been used by more than 500 platform clients in Latin America, managing over 1 million conversations with consumers. Only in Brazil, about 250 retailers have already tested Nuvem Chat.
The new solution is being gradually rolled out to the entire Nuvemshop merchant base by the end of this year, and the monthly fees vary according to the e-commerce platform plan used by the entrepreneur and the number of conversations the businesses have with their customers. Users can test the solution for free for 15 days and then pay a variable monthly fee based on the number of conversations.
More information and access requests for the toolthis site.
Strong bet onconversational commerceand
By betting on conversational commerce with AI, Nuvemshop reinforces its leadership in the Latin American digital market, where it serves over 150,000 entrepreneurs – 90,000 of whom are from Brazil. The company opens a new business front, using WhatsApp as a sales channel to complement the online retailers' sales mix.
"Brazil is one of the countries with the most WhatsApp users, and the messaging channel has been gaining increasing importance in the consumer journey. Diversifying channels is crucial to reaching new audiences and succeeding online. Therefore, offering this solution to retailers, enabling efficient service via WhatsApp, is a fundamental step for Nuvemshop to continue reducing barriers to entrepreneurship in the region and creating the best experience for Brazilian brands and consumers," emphasizes Vázquez.
As part of this investment in Artificial Intelligence to boost the growth of retailers in e-commerce, the company acquired VICI, a startup specializing in AI, at the end of 2024.conversational commerceWith the acquisition, the entire team of technology specialists became part of Nuvemshop and, alongside the internal team, contributed to the development of Nuvem Chat.
