NexReply Selected for Web Summit Rio 2026
Most customer service tools try to organize the same problem more efficiently.
We removed the problem entirely.
And apparently, people are noticing.
NexReply has been selected for Web Summit Rio 2026. One of the world’s largest tech events, where startups, scale-ups and enterprise companies come together to showcase where technology is actually heading.
📍 Rio de Janeiro, Brazil
🔗 https://rio.websummit.com/appearances/rio26/a4dd8d7c-6b2f-4135-84b0-1e3dbfd0d2d1/nexreply/
But more important than the event itself is the reason why we are there.
The Majority of Customer Service Tools Solve the Wrong Problem
The market is full of:
- Ticketing systems
- Chatbots
- AI tools that “generate replies”
All focused on the same thing: handling an overloaded inbox more efficiently.
But that is just treating the symptom.
Because when you look at e-commerce, you see something else:
70%+ of customer questions are about:
- Where is my order?
- Returns / exchanges
- Delivery times
- Product information
That is not a communication problem.
It is a data problem.
As we mentioned earlier: most e-commerce businesses automate email the wrong way because their inbox is disconnected from orders and fulfillment data.
NexReply: Not a Chatbot, But a Platform and Real Infrastructure
What we are building is not another layer on top of your inbox.
Not because “AI in support” is trending.
But because we believe e-commerce support should be built differently.
No chatbot layer.
No AI trying to improvise.
No disconnected helpdesk with some automation on top.
Instead, one platform that connects customer communication to real operational context: orders, shipments, returns, marketplace messages, fulfillment statuses and business rules.
NexReply is a platform with working infrastructure.
NexReply integrates directly with:
- Webshops (WooCommerce, Lightspeed, Shopify, Magento, etc.)
- Marketplaces and e-commerce systems (bol.com, Amazon, Decathlon, Channeldock, Zendesk, Stockitup, etc.)
- Shipment and fulfillment providers (PostNL, DHL, DPD, Monta, QLS, etc.)
And then does something simple, but powerful:
- recognizes customer intent
- retrieves live order and shipping data
- sends a correct response based on business rules and approved templates
- or escalates when something falls outside the rules
No AI “trying” to answer. No chatbot getting stuck.
Just a system that does exactly what your team would normally do manually — only within seconds.
What This Means in Practice
This is not theory.
Real customer cases where:
- 60% of support questions are handled automatically
- response times drop from hours to minutes
- support workload decreases from 15 hours to 3 hours per month
And we see the same pattern everywhere:
- 60–80% automation within 30 days
- direct reduction in workload
- higher customer satisfaction through speed
Not because AI is “smarter”.
But because the infrastructure finally makes sense.
Why Web Summit Finds This Interesting
Web Summit does not select tools that are just another variation of what already exists.
They look for shifts.
New infrastructure.
Different ways of thinking.
What is happening here is simple:
From:
→ customer service as a manual process
To:
→ customer service as an automated operational data flow
It is the same shift we previously saw in:
- marketing automation
- payment processing
- fulfillment
Customer service is simply a few years behind.
What We Will Present in Rio
At Web Summit Rio, we are not presenting NexReply as a chatbot or AI tool, but as infrastructure for modern e-commerce customer service communication.
Where traditional support software mainly helps manage tickets, NexReply automates the operational layer behind customer communication.
The platform recognizes customer questions, retrieves real-time order, shipping and fulfillment data, and automatically handles repetitive requests using fixed rules and approved instructions.
This creates something fundamentally different from a standard helpdesk:
not an inbox that still requires manual processing,
but a scalable operational system between orders and customer communication.
For e-commerce companies this means:
- less repetitive support work
- faster response times
- full control over communication
- the ability to scale without growing the support team at the same pace
Exactly what we already do today for webshops and marketplace sellers handling dozens to hundreds of customer questions every day.
We believe customer service over the coming years will shift from:
“adding more people”
to:
“building better infrastructure”.
Because customer support should not have to grow linearly with every additional order.
With the right combination of data, rules and automation, support becomes a scalable system instead of an operational bottleneck.
And that is exactly the vision we are bringing to Rio.
Together with 30,000+ attendees, 600+ investors and 1,500+ startups, we will show how e-commerce businesses can scale customer support without losing control.
Conclusion
Being selected for Web Summit is exciting.
But more importantly, it confirms something bigger: e-commerce customer service needs to be fundamentally rebuilt.
Not by responding to emails more intelligently.
But by eliminating the need to manually process most of them in the first place.
That is what NexReply was built for.
And this is only the beginning.