Today's e-commerce shoppers are familiar with bots that give scripted answers but rarely solve problems. Berlin-based Konvo Ai aims to turn that experience upside down. The startup has raised a 3.5 million euro seed round led by Samaipata, bringing together new supporters including Abac Nest, Jme, Itnig, Comboning.vc, as well as Xavier Pladellorens, including Deporvillage founder and Ankorstore executive Tomás Pueyo. To date, Konvo has raised 4.3 million euros.
Unlike traditional chatbots that irritate customers by screaming “agents!”, KONVO builds proactive AI agents that autonomously engage shoppers, expand sales, and solve complex end-to-end problems. Instead of handing out tickets to human staff, Konvo's AI can call directly courier services about missing delivery or recommend products based on viewing behavior.
“Most AI agents follow strict scripts. If a customer says 'Cancel my order', they will cancel accordingly. If the order indicates “delivered”, it has been reported. Our agents think like human companions and solve real problems.
The differences are as follows: The customer wants to cancel the order, but the agent realizes that he has chosen the wrong size. Instead of cancelling, update the size – problem solving, save on sales. If an order indicates “delivery” but the customer claims it is not, our agents will call the courier directly to investigate,” says Guillem Oliva, co-founder of Konvo AI. tfn.
Oliva also emphasizes that Konvo will not build strict workflows. “We train agents in your process, give them skills, set boundaries, and have them decide what actions suit each situation. The result is truly autonomous agents who not only follow the script but also adapt to the complex customer needs.”
From high-performance athletes to e-commerce AI
Oliva co-founded Combo with Scott Capellieuzki after meeting at WhatsApp marketing startup Charles in Berlin. “Scott and I met at Charles, a WhatsApp marketing startup in Berlin, where I worked as a consultant for McKinsey in collaboration with major e-commerce brands, and then I was leading the expansion.
The co-founders share a competitive drive rooted in sports. “We were both former high-performance athletes who shared their ambitions and deep understanding of e-commerce, so it was clear that we were trying to build something from the start. My market background and Scott's technical expertise made total sense to tackle this issue.”
For Oliva, the mission is also personal. “I grew up watching my mother provide incredible customer service in small retail stores. I later saw that large e-commerce brands claim to care about their customers, but not delivered primarily due to lack of resources.
Turning cost centers into revenue engines
Ecommerce customer service is a $12.5 billion market, growing 10% per year, but customer expectations for rising acquisition costs, staff churn and personalization are waning.
“Customer acquisition costs will increase by five times, the support team will be cancelled at 40% per year, costing 10,000 euros per exchange, and 74% of customers expect personalizations that the brand cannot offer. The service will end as a cost center, not a competitive advantage.
When asked about his rival, Oliva said: “We see two camps, incumbents like Zendesk and Gorgias and the new AI First Platform. But no one is building a truly aggressive agent like us who takes real-world action.
What's next?
Konvo's 13 teams range from 10 nationalities, with women making up 25% of the workforce. The startup is based in Berlin and Barcelona and plans to scale quickly on both sides.
Oliva said, “In the short term, it focuses on becoming the leading AI agent platform for e-commerce in Europe. It means it covers a full customer experience journey beyond customer service. Not only solving problems, but also aggressively in the long term, ambition is global expansion.
