AI-Powered shops on WhatsApp

For years, eCommerce managers have focused on optimizing the final stage of the funnel: the moment when the customer has already added products to the cart.

Actions such as improving the checkout page or launching aggressive promotions have become classic strategies to boost conversions. However, as explained by the team from Chat Center at LogiCommerce Connect 2025, we may be missing a much bigger opportunity: the consideration phase, where AI (artificial intelligence) can play a decisive role.

The AI revolution on WhatsApp

"Artificial intelligence now allows us to target another part of the funnel that involves many more customers," said Gonzalo from Chat Center. Thanks to the integration of generative AI with the WhatsApp API and eCommerce platforms, it is now possible to offer personalized support, at scale, during the stage when users are comparing products, resolving doubts, and weighing options.

Lorena, Sales Manager at Chat Center, made it clear: “What if we implemented a solution where we could offer support and manage customer questions through a conversational AI channel? This is key.”

How an AI shop on whatsApp works

The demo showcased a fully guided purchase process within WhatsApp, where the customer initiates the conversation and the AI responds, leading the user through every step:

• Greeting and identifying the desired product
• Personalized suggestions based on the eCommerce catalog
• Voice message recognition and product comparisons
• Adding products to the cart
• Generating a checkout link to finalize the purchase on the website (since Meta doesn’t yet allow complete checkout within WhatsApp in Spain)

The system relies on three foundational components:

• Prompt: Context and information the AI needs to behave as expected (e.g., physical store opening hours)
• AI Knowledge Base: General knowledge and instructions used to craft relevant responses
• eCommerce Catalog: Products, attributes, and details that enable precise recommendations and comparisons

Chat Center’s key features

Lorena highlighted five major functionalities that are already available through this technology:

• Abandoned cart recovery: With average recovery rates between 23% and 25%, and success cases reaching up to 65% thanks to strategic incentives in messages
• WhatsApp marketing: Sending promotional campaigns during key dates like Black Friday or Mother’s Day, with personalized copy and automatic conversation triggers from push notifications
• Click to WhatsApp: Integration with paid campaigns to redirect traffic directly to a conversational AI-powered WhatsApp store
• Generative AI WhatsApp store: An automated system that prospects, identifies customer needs, makes recommendations, and generates purchase links
• Automated Post-Sales service: AI flows designed to resolve frequently asked questions, with the option to escalate to human agents if needed

What sectors can use this technology?

The solution is already working in industries such as cosmetics, healthcare, and retail. “One of our most important clients in Spain is Sanitas.” they noted. It also supports large product catalogs—up to 30,000 products or more—when using the WhatsApp API version, the only one capable of this level of scalability and integration.

It is also possible to automatically send technical sheets, documents, or downloadable content, and image recognition features are currently in development for use cases like shopping lists or defective product returns.

Complete video of the session: