Brazilian digital retail is undergoing a transformation in 2026, driven by intelligent automation and the demand for agility. According to the study "Social Commerce: Definition, Statistics and Trends," published by Hostinger, 35% of consumers reported using support via chatbot in recent purchase journeys. The survey confirms that automated assistance on websites has gone from being a promise to becoming one of the most preferred tools among the public. The tool has been improving over the years, and according to the data, innovations based on Artificial Intelligence dominate the selection process. With 26% of users actively engaging with personalized recommendations driven by algorithms, this surpasses emerging features such as voice assistants (15%) and augmented reality (14%).
For Tiago Vailati, CEO and co-founder of LoopiaAccording to Loopia, a platform specializing in AI agents, the success of the modern retailer lies in its ability to align operations with the demand for immediate interactions. "Those who don't offer instant and unified service where the customer already is end up losing the sale to the competition in a matter of seconds. Today's consumer no longer accepts waiting for a response; they seek real-time solutions," explains the executive. It is precisely to address this bottleneck that Loopia developed the platform... chat commerce 360º capable of integrating services in marketplaces, e-commerce and social networks in a single environment.
The technology is powered by AI agents that centralize all interactions on a single screen, automating tasks and monitoring operations 24 hours a day. This combination of automation and applied intelligence generates concrete results for the market. providing up to a 50% increase in merchant conversion rates, with 92% of customer service requests resolved autonomously by AI and an average response time of just 30 seconds. The system allows the target audience to scale without losing personalization, directly addressing the main pain point of omnichannel retail: message fragmentation.
This operational efficiency marks what Tiago defines as a new stage of technological maturity. “We are entering the Age of Agentic Commerce, where AI no longer operates solely through passive interactions, like traditional chatbots, but begins to operate with intelligent agents capable of guiding the consumer and making decisions throughout their journey. The year 2026 will demand growth focused on efficiency, and our mission is to transform data into applied intelligence, unifying the operation of multiple channels to drive scalable results,” concludes the CEO.
