An overview of Looma: how AI chat, smart search, multichannel and analytics help an online store sell more — with no developers.
Online stores pour money into traffic, SEO and ads — then lose ready-to-buy shoppers over small things. A customer can't find the product because of one typo in search. Nobody answers a simple question late in the evening. Someone compares a few options and leaves "to think about it" because a short piece of advice never showed up. This is the last mile of the sale — the stretch between "landed on the site" and "placed an order." And it's exactly where stores lose the most, even though the traffic is already paid for.
Classic tools don't close that mile. Human agents can't keep up and are expensive, ordinary chatbots only recite canned scripts, and standard site search gives up at the first typo in a name. Looma approaches the problem differently.
Looma is an AI platform that lives right inside your store: it understands what a shopper means, finds the right product in seconds, answers questions 24/7 in any language, and drives the conversation to an order — and when a person is needed, it hands the chat to a live operator with full context. Below is a full overview of what Looma is made of, how each part works, and who it's for.
Looma combines an AI salesperson, smart search and analytics for your online store in one tool. It doesn't replace your team — it takes the routine off them: it closes common questions, picks products, drives the customer to an order, and hands the operator a ready request. Instead of hiring more support staff, the store gets an assistant that works around the clock and scales with no extra cost. Here's what's inside:
The core idea is simple: the customer talks to your store like a human — in their own words, not catalog jargon — and still gets a precise result. And the owner controls how the AI behaves in plain text, with no developers. Below, each part in detail.
Most chatbots only handle "where's my order" and hand off to a human the moment a question gets harder. Looma works differently: it drives the customer toward a purchase, the way your best salesperson would. It understands a vague request, asks a clarifying question when it lacks details, picks products by their specs, compares options, and is honest when something doesn't fit — instead of pushing whatever's in stock.
The key difference: Looma doesn't just advise — it drives the conversation to a result: it settles the details, works out the final price with delivery, collects a contact and forms a ready request. The operator gets an order with a product already chosen, not a cold chat — all that's left is to confirm and ship.
The AI doesn't try to replace a person where one is genuinely needed. If a question goes beyond what should be trusted to automation, or the customer simply wants to talk to a manager, Looma hands the conversation to an operator with full context: who the customer is, which products they viewed, what's already been picked, what language they use. The operator sees everything and joins mid-sentence.
And if the customer arrived after hours, when no operators are online, Looma doesn't leave them with a silent "please wait." It collects a contact, captures the gist of the request and queues it so the team replies in the morning. No night or weekend inquiry is lost — and those are exactly the ones that used to walk to a competitor.
Site search is one of the weakest spots of a typical store — and the most expensive one, because a person who searches is already ready to buy. But customers rarely type names perfectly. They write by ear, in the wrong alphabet, with clipped words, mixed case and typos. Ordinary search that looks for an exact string match answers "nothing found" — and the store loses a sale for no reason, even though the product is in stock.
Looma's smart search runs on OpenSearch and recognizes intent, not letters. Before search even runs, AI enriches every product in advance with synonyms, alternative spellings and translations into other languages — so the system understands the customer even when they get it wrong. Here are typical examples that regular search "wouldn't get," yet Looma still leads to the product:
Search is instant and shows relevant products with category hints. And it's not a dead end: right from the results, the customer jumps to the AI assistant in one click to ask more about what was found. Search and chat aren't two separate tools — they're one uninterrupted path to a purchase.
Looma doesn't only work in an open chat off in the corner of the screen. It's built into every product page and knows exactly which item the customer is viewing right now. Because of that, the conversation starts not from scratch but already "next to" the product — and that removes a pile of unnecessary steps.
In practice, this gives you several things at once:
The customer can just ask "what's the warranty?" or "is there delivery?" — and Looma knows it's about the item they're viewing this second. Nothing to copy or explain.
Opening the widget on a product page, the customer immediately sees a button for that exact item — one tap to ask about it or place an order.
Found and matched items appear as cards inside the widget — with price, availability and "Order" / "Open on site" buttons, without leaving the conversation.
A dedicated tab shows the items the customer already looked at — easy to come back and compare. The moment they run a query, the tab switches to products found for it.
The store can embed the AI launcher anywhere on the site — a category banner, a button on a product card — just by adding a CSS class to the element. So AI-assisted selection starts in one click wherever it makes sense, not only from an icon in the corner.
Customers don't only write on the site. Some prefer Telegram, some Instagram Direct, some reply straight to your email campaign. The problem for most stores is that all these channels live apart: different apps, different histories, different answers. Looma unifies all of it into one inbox — the same AI, the same rules and the same knowledge base answer identically in every channel, and the operator handles every conversation from one place.
The widget on every page, with product context and instant search. The central entry point.
The customer writes in their favorite app — same answer, history and context don't get lost moving from channel to channel.
The customer writes from their inbox — the operator sees it in the normal chat and replies from there. One conversation, nobody switches systems.
For the store it means one thing: no matter how many channels you connect, the load on your team doesn't multiply. AI holds the first line everywhere, and people step in only where they're truly needed.
Looma works in 40+ languages out of the box. The AI detects the customer's language itself and keeps it through the whole conversation: write in one language, get a reply in the same one; mix two, and Looma follows. The store needs no separate site versions, no translators, no per-country setup — multilingual support is built into the platform itself: chat, search and proactive nudges alike.
For stores selling across borders or to a multi-language audience, this removes a whole class of problems. The customer never hits a language barrier, and the owner doesn't pay separately to localize support.
The biggest silent loss in e-commerce is visitors who leave without ever asking. They don't message the chat, don't leave a cart — they just close the tab. Looma changes that: when a customer is stuck on a page or about to leave, the widget reaches out on its own — with a hint tailored to the exact content they're viewing. A silent exit turns into a conversation, and a conversation into a chance to sell.
The nudges aren't random: Looma can generate short messages tailored to a specific product — little hooks for that exact item. When the customer opens the page, the widget shows one of them, and it creates the effect that the store somehow knows just what to ask.
The biggest fear about any AI is that it's a "black box" that will start telling customers the wrong things. Looma is the opposite: the owner fully controls how the AI behaves in plain text, in any language, and the AI follows those rules in every conversation. No code, no developers — it's all set up in the dashboard in a few hours.
"Always answer politely and in English", "route exact stock questions to an operator", "don't promise discounts that don't exist". You write text — the AI follows it in every chat.
The store sets the logic: what to show with what, what not to suggest, how to map customer queries to its own categories. The AI picks products by your rules, not "however it turns out."
Delivery, payment, warranty, returns, addresses — everything an experienced manager should know. You can connect a Google Sheet as a source that refreshes daily, so the AI always answers on current data.
In effect, a store assembles its own AI salesperson in a few hours — one that knows the whole catalog, follows the company's rules and works around the clock — without a single line of code.
For search and chat to answer by substance, not just by name, products need structured attributes. Filling them in by hand for thousands of items is impossible. So Looma can run AI Magic across the whole catalog: for each product the AI extracts the key attributes — size, materials, compatibility, purpose, whatever parameters matter in your niche — and does it automatically.
It's exactly this data that lets a customer search "by meaning": describe a need in their own words, with conditions and constraints — and Looma finds the right item at once, because those attributes sit on every product card. On top of them, the AI also generates the very proactive nudges tailored to a specific product. One process — instant benefit for search, chat and proactivity alike.
Thousands of conversations and searches aren't just chatter — they're the most honest data about your sales: what customers really ask, why they hesitate, what makes them leave without buying, which products they can't find. Normally nobody reads it — the team has no time, and the owner only sees dry conversion numbers. Looma turns that stream into a detailed report that reads like a sales-department audit, automatically, for every period. Here's what it breaks down:
Instead of a black box, the owner sees a clear picture: what to sell, exactly where money leaks, which operators close deals and what specifically to change first. It's the level of analysis you'd normally pay a consultant for separately — here it's generated on its own, from real conversations, every period.
Not every customer buys on the first visit — and that's fine. What's not fine is when the store never remembers them again. Looma can automatically win back those who viewed products and left: remind them of what they looked at, nudge with a gentle email or message. And, crucially, these reminders aren't a one-way blast — the customer can reply, and their reply lands in the same inbox where an operator is already waiting. One conversation from the first "just browsing" to a placed order.
Looma isn't tied to one niche — it works equally well for a store in any vertical. But there are situations where the payoff is biggest:
Thousands of items and dozens of specs each — where manual matching eats your team's time and the customer gets lost on their own.
Hundreds of inquiries a day and a pile of repetitive questions that are better and cheaper handed to AI, freeing people for complex cases and sales.
Several countries or a bilingual audience — with no separate site versions and no separate support per language.
When a big share of visitors arrive while the team is offline — and every unanswered inquiry walks to a competitor.
Looma is not months of integration. The store connects its catalog, sets behavior rules and fills the knowledge base, embeds the widget with one snippet — and the AI salesperson is already working. From there you can keep tuning it as much as you like: add rules, connect new channels, run AI Magic across the catalog. All of it in the dashboard, by the owner or a marketer, with no developers.
Looma turns the chaos of a large catalog into a conversation: the customer asks like a human, gets a precise match and honest advice — while the store controls everything itself, in an hour, with no code.
Want to see it on a real example, with live dialogues and numbers? See how one store handed its nighttime sales to AI and didn't lose a single customer — the full case →
Looma installs in minutes and starts selling for you 24/7.
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