Hug Your Customer
Hug Your Customer is a Brazilian SaaS company providing an AI-powered omnichannel customer service platform that unifies WhatsApp, Instagram, email, and webchat into a single intelligent inbox with AI agents trained on Brazilian Portuguese, targeted at SMBs and growing businesses across Brazil and Latin America.
- Company typePrivate
- Founded2023
- HeadquartersGoiânia, Brazil
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Hug Your Customer does
Hug Your Customer (HugYourCustomer) is a Brazilian SaaS company founded in 2023 and headquartered in Goiânia, operating 100% remotely. It provides an AI-powered omnichannel customer service platform that unifies WhatsApp, Instagram, email, and webchat into a single intelligent inbox, with AI agents trained on the customer's knowledge base to autonomously handle FAQs, qualify leads, and escalate to human agents when needed. The platform is built on a HugAI Service layer developed in partnership with the Centro de Excelência em Inteligência Artificial (CEIA) at the Federal University of Goiás and EMBRAPII, leveraging a network of 1,600+ researchers and 120+ patents to specialize in Brazilian Portuguese linguistic nuances (slang, typos, regionalisms). Core capabilities include real-time sentiment analysis, audio transcription, realistic voice synthesis, intelligent handoff with context preservation, visual sales funnel management, and native integrations with RD Station, Shopify, WooCommerce, Gmail, and Google Calendar.
The company operates a freemium + three-tier subscription model priced in Brazilian Reais (Free: 100 conversations/month, Basic: R$241.66/mo, Pro: R$499.92/mo, Master: R$1,166.66/mo) with a 17% annual discount and optional add-ons for voice synthesis, additional channels, specialized AI agents, and lead packs. Go-to-market is hybrid: product-led self-serve with a 15-day free trial and no-code 5-minute setup for SMBs, supplemented by inside sales for Pro and Master tiers targeting mid-market and enterprise buyers. Marketing channels include Meta Lead Ads, SEO, organic social, HugLabs Academy, and partnerships with SEBRAE (Brazilian digital transformation program) and institutional partners. The platform is sold directly to Brazilian SMBs and growing businesses, with LATAM expansion initiated in 2025.
Hug Your Customer is part of the HugLabs ecosystem (Hug Grow portfolio), sharing AI infrastructure and cross-promotion across 10+ related AI products. Performance metrics disclosed include 62% of support tickets auto-resolved by AI, 98.4% CSAT, 3.2x faster response time versus industry average, and <1 second AI response time. The company holds active LGPD and GDPR compliance, with SOC 2 Type II certification expected Q4 2025 and ISO 27001 expected Q1 2026. Disclosed funding rounds, revenue, and headcount are not provided in available sources.
Hug Your Customer firmographics
Firmographics- Name
- Hug Your Customer
- Legal name
- Hug Your Customer
- Website
- https://hugyourcustomer.ai
- Company type
- Private
- Founded year
- 2023
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Hug Your Customer is a Brazilian SaaS company providing an AI-powered omnichannel customer service platform that unifies WhatsApp, Instagram, email, and webchat into a single intelligent inbox with AI agents trained on Brazilian Portuguese, targeted at SMBs and growing businesses across Brazil and Latin America.
- Ownership category
- akta.pro rank
Hug Your Customer industry classification
Industry- Product category
- AI Customer Service Software
- NAICS
- Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142)
- SIC
- Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- General Customer Service (Order/Account/Inquiries) (BPAAABAA), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)
Keywords
Where Hug Your Customer is headquartered
LocationHeadquarters
- HQ city
- Goiânia
- HQ country
- Brazil
- HQ region
- Latin America
Offices1 record
Markets served
Hug Your Customer business model
Business model- GTM type
- B2B
- Offering type
- Software
Revenue model
- Subscription Plans (SaaS): Three-tier monthly or annual subscription model (Basic, Pro, Master) billed per billing period. Annual plans receive a 17% discount. Revenue is recurring and scales with plan tier and number of channels/agents/add-ons.
- Add-on Extensions: Additional features sold as add-ons: Voice Synthesis (+R$89.99/month), Additional Channel (+R$149.90/month), Extra Specialized AI Agent (+R$119.90/month), AI Lead Bundle +100/month (+R$119.90/month), WhatsApp Web Z-API integration (+R$89.99/month). These drive upsell and land-and-expand revenue.
- Free Tier Lead Generation: Free plan offers 100 conversations/month with no credit card. Acts as top-of-funnel conversion mechanism to paid tiers.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Monthly | Free: 100 conversations/month — entry-level trial |
| Subscription | Monthly | Basic: R$241.66/month — for local professionals and shops testing AI |
| Subscription | Monthly | Pro: R$499.92/month — most popular for growing businesses |
| Subscription | Monthly | Master: R$1,166.66/month — for market-dominant companies |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels8 records
Hug Your Customer product offering
Product offeringCore offering
Hug Your Customer is an omnichannel AI-powered customer service SaaS platform that unifies WhatsApp, Instagram, email, and webchat into a single intelligent inbox. Its HugAI Service powers autonomous AI agents trained on company knowledge bases via PandaWorkout+ to handle FAQs, qualify leads, and execute 24/7 customer interactions with intelligent handoff to human agents. The platform also includes visual sales funnels, real-time performance dashboards, and native integrations with RD Station, Shopify, WooCommerce, Gmail, and Google Calendar.
Product overview
HugYourCustomer is an omnichannel AI-powered customer service platform that unifies all communication channels into a single intelligent inbox. The core offering centers on the HugYourCustomer Platform powered by HugAI Service, which includes trained AI Agents (specialists trained via PandaWorkout+), Whisper Coaching for human agents, a Unified Inbox, Intelligent Automation Flows, Sales & Support Funnels with drag-and-drop pipeline management, and Real-Time Data Dashboards. The platform integrates deeply with WhatsApp Business via Meta WABA, Evolution API, or Z-API. Additional products include Sales Funnels for visual pipeline management, WhatsApp Business integration for omnichannel connectivity, and add-on modules for Voice Synthesis, Additional Channels, Specialized AI Agents, and Extra AI Lead Packs. Pricing follows a tiered model (Free, Basic R$241.66/mo, Pro R$499.92/mo, Master R$1,166.66/mo) with optional add-ons for voice synthesis (R$89.99/mo), extra channels (R$149.90 each), specialized agents (R$119.90 each), and lead packs (R$119.90 per 100 leads).
Differentiator
Problem solved
Functional benefit
Products and services
- HugYourCustomer Platform Omnichannel AI-powered customer service platform that unifies all communication channels (WhatsApp, Instagram, email, webchat) into a single intelligent inbox with AI agents handling customer interactions 24/7. Designed for SMBs and mid-market companies in Brazil and Latin America.
- HugAI Service Unified AI layer powering all intelligent functionalities of the platform, including autonomous agents that conduct customer conversations, real-time sentiment analysis, and audio transcription. Built on LLMs optimized for Brazilian Portuguese in partnership with CEIA.
- PandaWorkout+ AI agent training system where businesses upload their knowledge base, FAQs, and procedures so the AI agent learns the business and resolves customer questions using company documents in under 1 second.
- WhatsApp Business Integration Connect WhatsApp via official Meta WABA API, Evolution API (self-hosted), or Z-API (quick setup) with multi-number management and HSM template support, enabling businesses to use WhatsApp as a primary customer service channel.
Quantifiable outcome
- 62% of tickets resolved automatically by AI without human agents
- +6 more outcomes
Companies that use Hug Your Customer
Customer profileNamed customers1 record
Segments2 records
Hug Your Customer technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration11 records
AI capability15 records
Feature12 records
Hug Your Customer partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core and flagship.
- AWS for StartupscoreInfrastructure hosted on Amazon Web Services with high-availability servers and data confidentiality. AWS for Startups partnership provides startup credits, technical support, and 99.9% uptime SLA. Primary cloud provider powering the platform.
- NVIDIA InceptioncoreOfficial member of the NVIDIA Inception program, which connects the company to a high-level GPU computing ecosystem, accelerating LLM inference times. The program provides technical resources, hardware access, and recognition within the AI developer community.
- SEBRAEcoreHomologated partner in the national SEBRAE program supporting Brazilian digital transformation. Facilitates onboarding of small businesses and commerce throughout Brazil with credibility and access to SEBRAE's national network.
- EMBRAPII (Empresa Brasileira de Pesquisa e Inovação Industrial)coreStrategic research partnership with EMBRAPII, a Brazilian industrial innovation agency, co-funding and co-developing AI research initiatives alongside CEIA/UFG for the platform's core AI technology.
- CEIA (Centro de Excelência em Inteligência Artificial) — UFGflagshipOfficial partner of the AI Center of Excellence at the Federal University of Goiás. The platform is developed in partnership with CEIA's network of 1,600+ researchers. CEIA provides scientific validation of AI features and ensures the platform understands Brazilian Portuguese linguistic nuances (slang, typos, regionalisms). Hug Your Customer is the official partner of CEIA.
- Meta (WhatsApp Business API — WABA)coreOfficial Meta WhatsApp Business API (WABA) partner with verified green checkmark. Provides official WhatsApp integration with enterprise reliability, template management, and multi-number support for customers.
- HugLabsflagshipHugYourCustomer is developed and operated by HugLabs, part of the Hug Grow product portfolio. HugLabs provides shared AI infrastructure (AI Gateway, shared services), the R2P (Research-to-Product) methodology, and a multi-product ecosystem. HugLabs is also the employer brand for recruiting talent.
Scale indicators10 records
Recent moves8 records
Expansion highlights6 records
Hug Your Customer competitors and assessment
Company assessmentDirect peers
- ManyChat: Conversational AI platform for Instagram DM, WhatsApp, Facebook Messenger, and SMS automation. Targets SMBs and creators with no-code flow builders; comparable as a low-code omnichannel chatbot platform serving similar customer profiles.
- Wati: WhatsApp Business API platform with team inbox, chatbots, and broadcast messaging for SMBs globally with strong LATAM presence. Directly comparable in WhatsApp-first CS automation with PLG onboarding motion.
- Octadesk (Locaweb): Brazilian omnichannel customer service platform unifying WhatsApp, Instagram, email, and webchat with automation and AI features. Acquired by Locaweb; competes directly with HugYourCustomer for Brazilian SMB and mid-market CS automation.
- Take Blip: Brazilian conversational AI and chatbot platform focused on WhatsApp Business, with strong enterprise customer base in Brazil. Directly comparable as a Brazilian WhatsApp-first conversational AI platform serving the same customer service automation use case.
- Zenvia: Brazilian cloud communications platform offering omnichannel customer service (CX) solutions including WhatsApp Business, SMS, voice, and AI chatbots. Publicly listed Brazilian peer competing in the same omnichannel CS automation category.
Emerging players
- Respond.io: Omnichannel customer messaging platform with WhatsApp Business, Instagram, and webchat inbox plus AI agents and workflow automation. Comparable as a focused, multi-channel CS messaging platform targeting mid-market with overlapping AI capabilities.
- Landbot: No-code conversational AI chatbot platform for WhatsApp, web, and messaging channels with lead capture and customer service flows. Comparable as a no-code conversational AI builder with overlapping SMB customer service automation use cases.
Broad incumbents
- Zendesk: Global customer service SaaS incumbent with omnichannel support, AI agents (Zendesk AI), and a broad enterprise install base. Comparable as the category leader in CS software with overlapping capabilities but serving a much broader portfolio across all channels.
- Intercom: Global customer service platform with AI agent (Fin), conversational support, and inbox products. Comparable as a CS platform with overlapping AI agent and inbox functionality, generally serving higher-tier customers but competing for the same AI CS budget.
- Freshdesk (Freshworks): Global multi-channel customer support SaaS with AI-powered automation (Freddy AI) serving SMB through enterprise. Comparable as a broad incumbent in CS software with overlapping AI agent and omnichannel capabilities.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat6 records
Key risks6 records
Key highlights6 records
Customer concentration
Hug Your Customer social profiles
Digital presenceHug Your Customer compliance and trust
Trust signalCompliance6 records
Hug Your Customer financial estimates
Financial estimateRevenue estimate
Valuation estimate
Hug Your Customer leadership team
Management profileNumber of profiles
Hug Your Customer funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Hug Your Customer M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Hug Your Customer
What does Hug Your Customer do?
Hug Your Customer is an omnichannel AI-powered customer service SaaS platform that unifies WhatsApp, Instagram, email, and webchat into a single intelligent inbox. Its HugAI Service powers autonomous AI agents trained on company knowledge bases via PandaWorkout+ to handle FAQs, qualify leads, and execute 24/7 customer interactions with intelligent handoff to human agents. The platform also includes visual sales funnels, real-time performance dashboards, and native integrations with RD Station, Shopify, WooCommerce, Gmail, and Google Calendar.
Is Hug Your Customer a public or private company?
Hug Your Customer is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Hug Your Customer founded?
Hug Your Customer was founded in 2023. It employs 11 to 50 people.
Where is Hug Your Customer based?
Hug Your Customer is headquartered in Goiânia, Brazil, in the Latin America region.
How does Hug Your Customer make money?
Three revenue lines are on record. Subscription Plans (SaaS) is the primary driver. The others are add-on Extensions and free Tier Lead Generation.
Who are Hug Your Customer's main competitors?
Direct peers on record are ManyChat, Wati, Octadesk (Locaweb), Take Blip and Zenvia. Emerging players are Respond.io and Landbot. Broad incumbents are Zendesk, Intercom and Freshdesk (Freshworks).
Does Hug Your Customer have an API?
Yes. RESTful API for custom integrations with webhook events for real-time synchronization. Enables developers to connect external systems with the platform. Developer documentation is at www.hugyourcustomer.ai/resources/documentation.
What industry is Hug Your Customer in?
Hug Your Customer's product category is AI Customer Service Software. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of BPAAABAA, General Customer Service (Order/Account/Inquiries). Its NAICS code is 561422 and its SIC code is 7370.