AI-Driven Chatbots Redefine Customer Experience and Conversion in Ecommerce
Jelou raises $10 million Series A to bring AI agents to WhatsApp for US SMBs, enabling in-chat payments, ID and e-signing to reduce friction and lift sales.
In Miami, a small business owner loses a potential sale when a customer abandons their cart after being redirected to a payment portal. This issue affects many small and medium-sized businesses, or SMBs, in the U.S., where the disconnect between customer communication and financial execution creates operational challenges. Jelou, a platform that enables secure financial operations within WhatsApp, has raised $10 million in Series A funding led by Wellington Access Ventures to enter the U.S. market. The company previously operated in Latin America, where conversational commerce is widely adopted.
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For businesses across the Americas, WhatsApp serves as the primary communication channel with customers. However, financial actions such as payments, identity verification, credit approvals, and document signing typically occur outside the app. Customers are often redirected to websites, apps, or call centers. This leads to friction and lost revenue. A 2025 report by the Mobile Ecosystem Forum found that 68% of Latin American consumers abandoned purchases because the payment process required leaving the messaging app. U.S. SMBs face similar challenges, particularly when integrating complex financial tools into customer interactions.
Luis Loaiza, CEO and founder of Jelou, said, “When customers are ready to act, the process often fails. They get redirected, placed on hold, or asked to repeat information across systems. We built Brain to allow businesses to complete transactions securely within chat.”
Jelou’s Brain platform lets businesses create AI agents that execute financial operations inside WhatsApp. These agents connect with existing systems, enabling customers to make payments, verify identities, apply for credit, and sign documents without leaving the chat. Brain includes a web-based studio with over 3,000 integrations. This allows businesses to deploy AI agents that interact with customers, collect missing information, and process payments using live data. The platform also provides a conversation management layer for overseeing high-volume interactions while maintaining security.
A U.S.-based SMB reduced cart abandonment from 60% to 20% within six months of using Jelou’s platform. It also increased transaction volumes by 50%. Another business raised customer satisfaction scores from 70% to 95% while reducing payment-related inquiries. Across 13 countries, Jelou has processed over $100 million in financial operations for more than 500 business customers. These include banks, retailers, and consumer goods companies.
Latin America leads in WhatsApp Business adoption. Brazil alone accounts for 120 million users. The region’s preference for messaging apps over email or corporate websites has made it a testing ground for conversational commerce. WhatsApp’s accessibility, low data costs, and consumer trust drive its popularity. By the end of 2025, 80% of large enterprises in Latin America had integrated WhatsApp Business into their operations, according to Infobip.
Jackson Cummings, Head of Wellington Access Ventures, said, “Jelou’s platform integrates voice AI, chat AI, payments, and identity verification into a single application layer. This positions the company as an early provider of transactional AI within messaging apps in Latin America.”
While U.S. adoption of WhatsApp for business has been slower, usage is increasing. WhatsApp’s daily active users in the U.S. grew by 11% in 2025, driven by Gen Z and remote workers. SMBs seek ways to reduce operational costs and improve conversion rates. Jelou’s platform performs well in these areas. A 2026 BigCommerce report found that 66% of U.S. consumers are interested in using generative AI-driven conversational commerce for product research and purchases.
Regulatory compliance in the U.S. presents more challenges than in Latin America. Jelou addresses these through regular audits and transparency. This ensures compliance with laws like the CCPA and GDPR. The company’s ability to navigate these regulations while maintaining security will determine its success in the U.S. market.
Jelou aims to make WhatsApp a full operating system for conversational business. The company plans to let developers build and manage applications directly from prompts. By 2026, conversational commerce is projected to reach $72 billion. Messaging apps like WhatsApp will play a key role, according to Master of Code.
Luis Loaiza said, “Conversational channels like WhatsApp are the default interface in Latin America. However, most AI tools only answer questions rather than complete transactions. Jelou’s platform enables AI agents to execute tasks within the conversation.”
With $10 million in Series A funding, Jelou will scale its Brain platform across the Americas. For U.S. SMBs, this could reduce abandoned carts, improve customer satisfaction, and streamline growth.
Further context
What is conversational commerce, and how does it differ from traditional ecommerce?
Conversational commerce refers to the use of messaging apps, chatbots, or voice assistants to facilitate customer interactions, transactions, and support within a single conversation. Unlike traditional ecommerce, which relies on websites or apps with separate checkout processes, conversational commerce allows customers to browse, ask questions, and complete purchases without leaving the messaging platform. This reduces friction and mimics in-person shopping experiences.
Why is WhatsApp a preferred platform for conversational commerce in some regions?
WhatsApp is widely adopted in regions like Latin America due to its accessibility, low data costs, and high consumer trust. It serves as the primary communication channel for many users, making it a natural fit for businesses to engage with customers. Additionally, WhatsApp Business offers features like automated responses, payment integrations, and rich media support, which enhance its utility for commerce. By 2026, over 200 million businesses globally are expected to use WhatsApp for customer interactions.
What are the key compliance and regulatory challenges of using AI-driven chatbots in ecommerce?
AI-driven chatbots in ecommerce face several compliance risks, including:
Data privacy: Ensuring compliance with regulations like GDPR and CCPA, which govern how customer data is collected, stored, and used.
Misleading information: Chatbots may inadvertently provide inaccurate product details, pricing, or legal information, leading to deceptive practices under consumer protection laws.
Transparency requirements: Some jurisdictions require businesses to disclose when customers are interacting with AI rather than humans.
Security risks: Chatbots handling sensitive data, such as payment information, must be secured against breaches and cyberattacks.
Industry-specific regulations: Sectors like finance and healthcare have additional compliance requirements, such as HIPAA or financial disclosure laws.
How do AI chatbots improve conversion rates in ecommerce?
AI chatbots improve conversion rates by:
Reducing cart abandonment: By enabling transactions within the chat, customers are less likely to abandon purchases due to redirects or complex checkout processes.
Providing instant support: Chatbots answer questions in real-time, addressing concerns that might otherwise prevent a sale.
Personalising recommendations: AI analyses customer data to suggest products tailored to individual preferences, increasing the likelihood of purchase.
Streamlining transactions: Chatbots can handle payments, identity verification, and document signing within the conversation, making the process faster and more convenient.
What are the limitations or drawbacks of relying on conversational commerce for businesses?
While conversational commerce offers many benefits, it also has limitations:
Regulatory complexity: Navigating compliance requirements, such as data privacy laws and financial regulations, can be challenging, especially in regions like the U.S. and EU.
Customer trust: Some users may be hesitant to share sensitive information or complete transactions within a messaging app.
Technical integration: Businesses must ensure their AI chatbots integrate seamlessly with existing systems, such as CRM and payment platforms.
Language and cultural barriers: Chatbots may struggle to understand regional dialects, slang, or cultural nuances, leading to miscommunication.
Dependence on platform policies: Businesses relying on third-party platforms like WhatsApp are subject to changes in the platform’s terms of service or pricing models.
