Wizybot leads Sasi Index in Shopify AI support apps
Can a Latin American startup redefine how online stores serve millions of customers worldwide?
A new generation of artificial intelligence is reshaping the economics behind customer service in ecommerce.
Messages arrive at any hour of the day and often define a customer’s shopping experience: a question about a shipment, a product exchange, or a return that seems simple but multiplies into thousands of daily interactions. In this constant flow, a Colombian startup is beginning to attract global attention.
Wizybot, a company founded in Colombia, was recognized in the Sasi Index as the number one customer service app for Shopify, consolidating its position as one of the most relevant artificial intelligence solutions in this segment.
The recognition comes amid rapid growth in global ecommerce, which is projected to exceed US$8.09 trillion by 2028, more than double its current size.
That expansion also brings an increasing operational burden. Online stores receive between 5 and 15 support tickets per 100 orders, with an average cost of US$4.60 per interaction, a figure that scales directly with sales volume.
Ecommerce pressure.
At the same time, the adoption of artificial intelligence in the sector has driven a market estimated at US$15.12 billion, growing at an annual rate of 25%. However, results have been uneven: globally, up to US$108 billion in investments have been lost without delivering expected impact.
Thomas Saad, CEO of Wizybot, states:
“The problem is not artificial intelligence, but how it is being implemented. Many companies believe that simply having a tool will solve their operations, but if it is not connected to business information, it cannot execute or resolve. That is where the model breaks: AI responds, but does not solve, and cases end up returning to human teams, eliminating any real efficiency gains.”
AI in real operations.
In this context, the company’s approach has focused on deeper integration of digital operations within businesses. Wizybot currently works with more than 8,000 brands in 37 countries and serves over 20 million users each month.
Its platform manages more than 600 million conversations, processes over 3 billion messages, and reaches around 7,800 interactions per minute, with a 94% automated resolution rate.
When artificial intelligence is directly connected to order, inventory, and logistics systems, its role changes: it moves from responding to executing tasks.
At this level of integration, it can track shipments, manage changes, and initiate returns without human intervention. According to the company, this reduces the cost per interaction from US$4.60 to US$1.45, a 68% decrease, with a return of US$3.50 for every dollar invested.
This model has enabled companies to handle higher volumes of customer interactions without proportionally increasing team size, improving response capacity during peak demand and reshaping the operational structure of ecommerce customer service.
Wizybot global expansion.
Juan José Jaramillo, co-founder of Wizybot, explains:
“We are seeing a shift in the operational model. At Wizybot, we already operate at scale resolving millions of interactions without teams growing at the same pace, which completely changes the economics of customer service in ecommerce.”
The company, founded in 2023 and accelerated by Platanus Ventures, was the first official ChatGPT integration for Shopify. Since then, it has achieved significant presence in the Colombian market, where it represents more than 22% of brands on the platform.
Its international operation is led by the United States, followed by Colombia with 27% of its customer base, as well as Mexico and Chile.
Looking ahead, Wizybot plans to expand across Latin America and open operations in Brazil, aiming to triple its activity in 2026 and sustain growth of up to four times year over year.
Danniel Moreno, co-founder and executive of the company, adds:
“The focus has been on integrating artificial intelligence directly into business operations. With this, we aim to continue positioning ourselves as one of the most relevant players in the transformation of customer service globally. It is not just about responding, but about executing and resolving, and that is what has allowed us to work with thousands of brands across different markets.”
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