Brazil's Magalu Chatbot on WhatsApp Surpasses 100 Million BRL in Sales

en.Wedoany.com Reported - Brazilian retailer Magalu (Magazine Luiza) has seen its AI chatbot Lu achieve cumulative sales exceeding 100 million BRL in nearly one year of operation on the WhatsApp channel. Since its launch in November last year, the virtual character Lu has interacted with 7.7 million users. The tool was developed by Magalu in collaboration with Meta and Google, with consulting support from Bain & Company.

Lu on WhatsApp can recognize text, images, and voice commands, and is triggered by customer initiation. Based on order information, the system provides product recommendations from the platform's 300,000 partners, guiding users through the purchase process and assisting with after-sales service. Magalu stated that Lu's conversion rate is three times higher than other store channels. 80% of customers consider the channel agile, convenient, fast, and high-quality, while 20% have made repeat purchases through Lu.

In addition to regular shopping assistance, Magalu also introduces temporary features during holidays. For Mother's Day, users could upload a photo and an audio clip of up to 10 seconds to generate a tribute video. Magalu noted that 65% of such interactions came from new users.

Discussions on challenges related to commerce and agent payment will be among the topics at the Super Bots Experience 2026 event. Confirmed attendees include Frederico Succi, Vice President of Products and Innovation at Visa do Brasil; José Luiz Alves Pereira, Director of Digital Products and Solutions at Mastercard Brasil; and Renata Daltro, Vice President of Commerce at Cielo.