By: Luna David
Felipe Abello has innovation encoded in his DNA. As part of the founding team behind Rappi, the on-demand delivery startup that grew into $6 billion in Latin America, Abello helped pioneer how millions access goods across cities. Now, he is applying that technological bent to tackle another universal need—customer service for small and medium-sized businesses (SMBs).
“I saw SMBs struggling to provide 24/7 online support with limited teams,” said Abello. “I knew automated assistants could help them manage this customer overload.”
Having built global companies before, Abello was certain he could improve existing chatbot solutions. Instead of just creating another digital interlocutor, he aimed to build a virtual agent that deepened consumer connections, an automated brand ambassador instead of a robotic receptacle for complaints.
That vision for blending utility and personality shaped Abello’s latest venture, Nara — an AI-powered customer engagement platform tailored for SMBs.
Endless Assistance, Driven By Serial Founder
With Nara, Abello is applying his entrepreneurial instinct to customer service, an equally universal challenge. He realized that messaging adoption was making sales and support overwhelming for SMBs.
“Small teams were spending endless hours trying to provide customer support. I knew thoughtfully designed automated helpers could transform engagement.” Abello declared, “And I was the right person for tackling the challenge.”
Abello’s vision of establishing connections and boosting business for SMBs led him to create Nara, AI-powered bots for managing customer interactions across today’s preferred channels. Nara integrates with messaging platforms and websites to handle inquiries unprecedentedly. Processing requests about shipping, refunds, or making recommendations, Abello’s bots deliver round-the-clock support.
“Messaging created an always-on consumer activity cycle. We empower SMBs to sustain and thrive in that ecosystem with AI assistance,” said Abello.
Bots That Boost Business
Abello’s innovative approach is vividly reflected in how Nara operates. The bots are programmed to incorporate a brand’s digital footprint across websites, social content, and product catalogs to understand offerings intrinsically. This extensive training, a key element of Abello’s solution, helps them answer various customer queries while capturing a company’s unique voice and essence.
“Nara bots manage both functional requests and guide consumers through personalized recommendations. Such strategy drives revenue while conveying brand identity,” Abello explained.
Abello’s approach to conversational commerce through Nara has been well-received in the market since its launch in 2022. The platform is designed to manage a substantial volume of customer interactions, supporting small and medium-sized businesses by streamlining their communication processes. Nara’s integration aims to enhance the efficiency of customer service operations, thereby potentially increasing productivity. While specific results and metrics are continuously being evaluated, Abello’s initiative is recognized as a significant contribution to enhancing customer engagement through innovative technology
Abello’s Growth Ambitions Fueled by Industry Tailwinds
Abello’s foresight in online engagement is shaping small business growth trajectories. As online engagement surges, with chatbots expected to become a $102 billion industry by 2026, Abello’s Nara promises to redefine how small businesses interact with their customers.
“Customer service is vital for expansion,” said Abello. “Nara is my commitment to making round-the-clock assistance a reality for brands, enabling them to nurture more meaningful conversations with their customers.”
By launching another automation innovator, Abello demonstrates the power of recognizing needs and designing technology-enhancing solutions. With Nara already proving a game-changer for thousands of SMBs, his ambition is understandably sky-high — to scale the platform globally and help brands prosper in the age of messaging.
Published by: Martin De Juan
