A Nuvemshop, e-commerce platform leader in Latin America, launches Nuvem Chat, a conversational commerce solution that uses advanced artificial intelligence to optimize customer service via WhatsApp for brands selling on the platform. The tool is available for retailers in Brazil, Argentina, and Mexico, and its development is part of a $55 million investment 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 major challenge. With that in mind, we combine Artificial Intelligence with personalized and humanized service to provide a virtual store assistant within WhatsApp. Thus, Nuvem Chat allows a reduction in the business’s operational burden and improves the final consumer experience, encouraging loyalty and repeat purchases. The conversations maintain the brand’s tone of voice and characteristics and address consumer doubts, eliminating the perception of a robotic service, as if the team itself were speaking directly to the customers,” explains Alejandro Vázquez, co-founder and CEO of Nuvemshop.
The main differentiator of the solution is to allow the virtual assistant’s tone of voice to be completely personalized by the retailer according to the brand’s own identity, making customer service more fluid and facilitating the conversation with the customer. All configuration is done in minutes, and the algorithm improves as interactions occur, making increasingly accurate recommendations. The tool also interprets images, audios, and typing errors to better understand the consumer’s needs.
The Nuvem Chat is natively integrated with the e-commerce platform and WhatsApp Business. Retailers can request access to the tool and use it directly from the virtual store’s admin panel. The solution provides real-time stock information, order status, and personalized product recommendations 24 hours a day, connected to the catalog and order management.
In the testing phase, in the last three months, the technology was used by over 500 platform customers in Latin America, managing over 1 million conversations with consumers. In Brazil alone, around 250 retailers have already tested the Nuvem Chat.
The new solution is being gradually released to the entire base of Nuvemshop retailers 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 according to the number of conversations.
More information and requests for access to the tool on this site.
Strong focus on conversational commerce
By investing in conversational commerce with AI, Nuvemshop reinforces its leadership in the Latin American digital market, serving over 150,000 entrepreneurs – with 90,000 from Brazil. The company opens a new business front, using WhatsApp as a sales channel to complement the sales mix of online retailers.
“Brazil is one of the countries with the most WhatsApp users, and the chat 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, allowing for 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,” reinforces Vázquez.
As part of this investment in Artificial Intelligence to boost the growth of retailers in e-commerce, the company acquired VICI at the end of 2024, a startup specializing in AI and conversational commerce. With the acquisition, the entire team of technology experts became part of Nuvemshop and, together with the internal team, contributed to the development of Nuvem Chat.
