Just four months ago, a Brazilian startup was born capable of revolutionizing what is already known about automation in e-commerce. Mercado Livre, Amazon, and Magazine Luiza are already some of the big marketplaces that have partnered with Jodda.ia, software as a service (SaaS) that creates artificial intelligence (AI) to improve digital customer service. And now, the next achievement for the ‘newcomer’ company in the market was the launch of Zeny, a chatbot developed to adapt to the identity, values, and international policies of each brand that signs the platform.
This year, Brazil had the highest global growth in e-commerce, representing 6.9% of all national retail sales, according to a study by the Federation of Commerce in Goods, Services, and Tourism of the State of São Paulo (FecomercioSP). As in other sectors, it is a natural step for AI to be involved in all this expansion. The ‘Scape Report E-commerce,’ produced in partnership between Pipeline Capital and E-Commerce Brazil, confirms that the use of automation involving AI is attractive to ensure customization and 24/7 support for consumers.
That’s why, as explained by Felipe Couto, CEO and founder of Jodda.ia, the startup emerged with the mission of meeting all online service expectations, and even better: with a robot that learns the values of marketplaces to always stay aligned with the companies’ language. “I like to think that the ideal service will always be a reflection of the corporation. A good seller cannot serve their customers without knowing all the strategies and limitations of their business. So, Zeny was created to provide a complete and fully aligned experience with the image that brands want to convey to their users”.
Designed to operate exclusively in marketplaces, the chatbot operates continuously on platforms and stays ahead of the market with significant results: reduces response time by up to 50% and increases customer satisfaction by 35%, leading to post-service evaluations.
The new Jodda.ia robot is integrated into marketplaces by the startup itself. After implementation, it starts capturing platform data and each e-commerce has the autonomy to configure Zeny’s responses as they prefer, including opening the option for contact with real sellers. The entire solution was developed to further facilitate automation processes – necessary for the retail sector, from the smallest brands to market giants.
“Today, consumers of 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 the brand identity and facilitating an accessible and immediate interaction. A personalized chatbot goes beyond just ‘customer satisfaction’, as the more it learns the values and policies of the company, the stronger it strengthens the relationship and trust of the consumer”, emphasizes Couto, who also leads the Blance e-commerce.
