Conversational AI in eCommerce: How Its Transforming the Industry as We Know It

Every time a customer visits your eCommerce site, interacts with your brand on social, or sends an SMS or email, they leave a trail of digital breadcrumbs. Previously, you’d then go through your CRM, 3rd party trackers, and the platform’s analytics tools to uncover information about your different consumer segments. Conversational AI doesn’t just bring your brand voice to life, it delivers messaging to customers in a way that aligns with their wants, needs, and, most importantly, communication preferences.

Ultimately, conversational commerce is about building meaningful, personalized connections with customers. It combines the convenience of digital communication with the warmth of natural, human language, enabling businesses to grow sales and foster long-term loyalty. Generative AI’s ability to automate customer interactions, create personalized product recommendations, and respond to customer-specific requests by mimicking natural language is the backbone of conversational commerce. It represents the future of e-commerce as brands race to offer the most personalized experiences for customers without putting all the heavy lifting on their own internal marketers and merchandisers.

How Verbal Communication With Online Stores Can Drive Conversions

Leading brands such as PUMA, Saks Fifth Avenue, GNC and Fabletics use Salesfloor to create over $4 Billion (USD) in sales & over 500 Million customer interactions per year. The best AI chatbots are relevant, accurate, highly personalized, and maintain context in conversations. They support multiple languages, prioritize data security, scale as your business evolves, and integrate seamlessly with your tech stack for a connected customer experience. Finally, these chatbots provide analytics and transparency to improve your model over time and surface insights that make your business better. Today, conversational AI is not just a futuristic concept but a practical tool used by businesses across industries.

Through data analysis and natural language processing, the system gains the ability to understand a query and generate relevant responses. It’s the process by which it comprehends context, syntax, and semantics, and ultimately determines the user’s intended meaning for more human interactions. Consider a lifestyle magazine that introduced a conversational AI chatbot on their website and mobile app. The chatbot was designed to engage readers by offering them personalized content picks. As users interacted with the chatbot, it learned their preferences and began suggesting articles they might like, effectively increasing the dwell time on the site.

Customized engagement options

Additionally, these systems can “learn” the unique preferences of each customer, suggesting products based on recent searches and past buying behavior. Thus, conversational AI not only caters to the customers’ need for immediate, personalized assistance but also helps eCommerce firms increase engagement, build customer loyalty, and boost sales. Integrating AI chatbots like Watermelon can revolutionize customer service and sales. These tools streamline communication and offer personalized experiences, enhancing customer satisfaction and loyalty. AI chatbots lead to better sales, improved engagement, and a positive brand image.

Every year many companies including Master of Code publish their predictions for major industry trends like we did this year for the eCommerce industry. However, since these predictions cover the entire industry, there are bound to be deviations and exceptions between categories and genres. For instance, a few of the major post-COVID eCommerce trends for 2021 do not apply to the luxury goods market. NLU is a subfield of NLP that focuses specifically on machine comprehension of input, enabling the AI to understand the intent and context of a conversation, going beyond mere recognition of words and phrases. To create your account, Google will share your name, email address, and profile picture with Botpress.

Zipchat is an AI chatbot for e-commerce, designed to transform visitors into buyers by engaging them with human-like sales conversations. With the increasing importance of data security, AI chatbots must ensure the highest standards of privacy and protection for customer data, fostering trust and confidence in the brand. By analyzing past behaviors and preferences, AI chatbots can send personalized messages about deals, new arrivals, or abandoned cart reminders.

From retail giants employing chatbots to handle thousands of customer service queries to healthcare providers using AI to guide patients through preliminary diagnostics, the applications are diverse and impactful. However, the full potential of conversational AI in digital marketing remains largely untapped, with many marketers only scratching the surface of what can be achieved. Netomi is a platform for AI-first customer experience with generative and conversation AI using its in-house language engine. As an eCommerce AI chatbot platform, Netomi helps companies handle customer service operations on email, chat, messaging, and voice platforms. It also provides other services centered around improving customer experience with AI-driven technology.

Using an AI Action starts the AI-powered conversation or generates relevant, contextually valuable content. At Algolia, we know that our customers sweat the details for the home screens of their apps – after all, they’re the digital front-doors for their businesses. They’re carefully curated with findings after customer research, refined and polished through numerous design iterations, and built using end-user profile information to keep content relevant and interesting.

ECommerce businesses likely have the largest product portfolios of any internet business. When things are divided into multiple categories, users find manual browsing to be relatively ineffective. Chat-based eCommerce lets your customers focus their search by simply chatting with the bot. An eCommerce chatbot can make browsing your catalogue easier on all your social media platforms.. Then to identify what to say next in a conversation, a chatbot employs a set of predetermined rules and a decision-making tree, this process is known as dialogue management.

You can simply drag and drop the building blocks using these nodes, then connect them to create a chatbot conversation flow. All in all, Tidio’s chatbot functionalities helped the brand stabilize its conversions and see a boost in sales by a whopping 23%. Headless commerce architecture is built for the IoT age where developers can use APIs to deliver things, products, content or customer reviews to any screen or device. Traditional commerce on the other hand has a predefined front-end that is tightly integrated with back-end, so it is only designed to deliver content in the form of websites and maybe native mobile apps. Live chat can be reactive or proactive in nature, which means that either you can break the ice by sending a welcome message to the customers or the customers can get in touch with you with their issues.

The statistics will serve as actionable insights that will point out improvement areas and impact business decisions. They provide tailored recommendations, navigate a plethora of options for you, and are aware of your preferences. These AI-powered shoppers’ aids make the process of finding the ideal dress or the newest tech device effortless and pleasurable. This chatbot ecommerce example can also save, share, and search for potential matching products.

To effectively use Generative AI technology in eCommerce, businesses must address these concerns with careful planning, responsible practices, and ongoing monitoring while prioritizing consumer trust and satisfaction. They focus on text generation for tasks like creating catchy ad headlines and detailed product descriptions. Human experts check and adjust the artificial intelligence’s work to ensure quality. – Enroll customers in loyalty programs and provide information on membership benefits.

Increase sales and improve the customer experience

Customers.ai offers advanced capabilities to identify anonymous website visitors and engage them effectively. This technology plays a crucial role in reducing the number of abandoned shopping carts and optimizing advertising expenditure. Companies such as PrintAbout have quickly embraced this chatbot technology, often going live within a week. Scalable, fast, and secure, Klevu offers a 99.99% uptime guarantee, real-time status reporting, global data centers for failovers and load balancing, and dedicated infrastructure options. Conversational commerce merchandising made easy through Klevu’s easy-to-use dashboard. Fine tune search results within an easy-to-use dashboard and preferences are updated in ecommerce search and in MOI.

• A lot of people choose self-service when seeking product questions or delivery guidelines.
• This continuous improvement is crucial in markets like the UAE, where diverse shopping needs are met more accurately over time.
• Google RCS is a relatively new platform for chatbots but its numerous success stories are proving this to be a viable platform for eCommerce business messaging.
• Building an effective SMS strategy should absolutely involve conversational commerce.
• Machine Learning, on the other hand, enables the system to learn from past interactions and improve over time.

Businesses connect these conversations directly to their product catalogs, and can seamlessly integrate individual conversations across every channel, including website, chat, SMS, and more. Conversational marketing is a type of marketing that engages customers through two-way communication in real-time conversations. The goal of conversational marketing is to engage buyers and move them as quickly as possible through the journey of buying the product. There is so much data informing the process and generative AI has such a deep understanding of how human beings speak that you can now interact in the two-way messaging as you might with a friend or colleague. As a result, conversational commerce can be much more personalized and actually feel like a real conversation. Prior to the incredible recent advancements in generative AI, conversational commerce was limited in the types of interactions it could offer to customers.

Businesses can offer relevant suggestions, cross-sell or upsell products, and enhance the shopping experience with tailored recommendations that resonate with individual tastes, driving higher engagement and sales. Conversational ecommerce is a new concept that has emerged and has completely changed the landscape of online retail shopping. Conversational AI is quickly becoming popular in eCommerce, enabling business adaptation into an innovative, conversational approach. Chat GPT Personalized customer experience resulting from the adoption of conversational commerce solutions such as chatbots has improved customers’ satisfaction levels and loyalty towards a firm. Such conversational ecommerce chatbots built on AI enable one to understand better customer conducts and preferences with sophisticated analytics. The shift has responded to the increased demand for consumer-specific experience while signaling the coming age of conversational commerce.

Additionally, if clients need more information, the chatbot can quickly process the input and deliver the needed details. As a result, the eCommerce chatbot’s user interactions streamline the purchasing process, increasing user engagement and revenue. Most of the customers buy their products using these chatbots, as they help them personalize experiences for the users with regard to their preferences and history. One of the initial challenges businesses face is outlining a clear plan and strategy for implementing a chatbot. ECommerce companies need to define the purpose of the chatbot, identify target customer conversations, and establish goals for its deployment.

eBook: AI Agents for eCommerce & Retail

Also, co-browsing is completely secure, as during the session the agent can not see any other data on the client’s device. The customers will need to approve the request before the agents can start the co-browsing session. When a chatbot makes a product recommendation to a customer, it can also provide an option for them to buy it from the chat interface itself.

This approach not only enhances the overall customer experience but also helps in building long-lasting relationships with the audience. To illustrate, consider the case of an eCommerce retailer who implemented a conversational AI chatbot to handle customer inquiries and track order status. By integrating the AI with their order management system, the chatbot could provide real-time updates and upsell related products based on the customer’s purchase history. This not only improved customer satisfaction by providing instant support but also increased average order value through personalized recommendations. Boost.ai, a conversational artificial intelligence platform, offers both cloud-based and on-premise solutions tailored for diverse industries like banking, telecom, retail, and more. Leveraging self-learning AI, deep learning, natural language processing (NLP), and automatic semantic understanding (ASU) technology, it interprets and responds to queries efficiently.

Aside from being digital assistants, chatbots can also transform your sales funnel. They are capable of handling every aspect of the transaction—from product suggestions to guiding customers through the purchase process. Chatbots can process payments, provide instant confirmation, and even help with real-time order status tracking. This not only speeds up the sales process but also offers a seamless shopping experience for the user.

The potential of these virtual assistants goes beyond just their deployment, as they keep streamlining customer interactions and boosting overall user engagement. They interact with customers using a messaging app called Kik, which is a chatbot available for customers 24×7. H&M focuses on delivering an experience similar to the in-store experience by offering stylist recommendations. These recommendations are based on customer preferences and their previous choices. For instance, if you’re a cosmetic brand, launch a chatbot-based quiz that recommends products based on the customer’s skin type. Instead of traditional ads, engage your audience with interactive conversations that provide immediate value.

The goal of conversational AI is to craft compelling and personalized conversations that align with your brand voice and values. To make sure AI chatbots achieve this, businesses need to focus on providing valuable information, solving relevant problems for their audience, and delivering exceptional customer service. Pandorabots is an AI chatbot platform that allows users to create, deploy, and manage intelligent conversational agents anywhere. It provides a framework for building interactive chatbots that can engage in natural language conversations with users. The platform, suitable for both technical and non-technical users, offers strong administrative tools, scalable security, and adherence to all legal requirements. AI-powered chatbots increase sales by improving customer happiness through individualized, effective interactions.

But, again, an ecommerce bot has no difficulties scaling up its support capacity to handle any amount of traffic, with the bonus of it not costing any extra as no additional humans need to be onboarded. Our AI Chatbot (Maartje) has been online for just one month and is a filter for all customers before they reach the human colleagues. Where a ‘regular’ chatbot answered pre-set questions, Maartje effortlessly gives advice on products that fit the customer’s wishes or teaches them about oxidation in hair dye. Haarspullen.nl notices that customers that are still forwarded to the human colleagues are better prepared after the previous conversation with Maartje. For example, they already have their order number at hand, so these conversations take less time.

This could range from product recommendations to special deals personalized for them. For instance, your chatbot can address the customer by their name and suggest products based on the items they have shown interest in by using their purchasing history or browsing data. If you offer a unique and personalized experience, you can heighten customer engagement and potentially boost sales.

A conversational site, on the contrary, is more like a virtual shopping assistant. It offers personalized assistance and guides visitors toward their desired products. On a conversational e-commerce website, recommendations for cross-selling and upselling are built based on client preferences, budget, and the problems they faced before. The use of technologies like chatbots and AI assistants, that consumers can speak with and get a reply from, is called conversational AI.

Through Cognigy.AI, organizations can forge meaningful connections and nurture customer loyalty by delivering personalized experiences. Conversational AI refers to the use of artificial intelligence to enable computers to simulate real-time human conversation, understanding natural language and responding intelligently. It powers applications like virtual assistants and chatbots, providing users with automated, yet seemingly human-like, interactions. These technologies see diverse applications across industries, from customer service bots in retail to streamlining reservation systems in travel, and even providing round-the-clock support in technology services. Conversational AI has multiple use cases across business functions like HR, ITSM, customer support, sales and marketing.

Chatbots can operate in various ways, including giving an answer, addressing a query, or even carrying out a transaction, depending on the message analysis and decision made by the dialogue management. In general, e-commerce chatbots are intended to make it quick, simple, and convenient for customers to receive customer support. By analyzing user data and behavior, chatbots offer personalized product recommendations and suggestions. These recommendations are based on the user’s preferences, past purchases, and browsing history, making them highly relevant and increasing the likelihood of conversion. Conversational AI employs advanced algorithms and Natural Language Processing (NLP) to mimic human-like interactions with customers.

But to see exactly how AI will usher in the next era of conversational shopping, you need to understand the difference between chatbots and conversational AI. The best eCommerce chatbot software, as identified by a number of users and experts in the field, is Botpress. Firstly, it’s built on an open-source platform, allowing for extensive customization and control, which is particularly beneficial for businesses looking to tailor their chatbot to unique eCommerce needs. This level of flexibility means that whether you’re a small startup or a large enterprise, Botpress can adapt to your specific requirements. They can assist customers with making orders, tracking parcels, and submitting feedback. When consumers get what they need in the most effective way, they are not only satisfied but are more likely to stay with the brand for future purchases.

The online shopping landscape is evolving rapidly, and businesses need to adapt to stay ahead of the curve. One of the most exciting trends in recent years is the rise of conversational AI chatbots. These virtual assistants are transforming the way e-commerce and retail businesses interact with their customers, offering a personalized and engaging experience that’s driving sales and loyalty. They engage in conversational commerce, autYes, most AI chatbots are designed to seamlessly integrate with various ecommerce platforms. When exploring the potential of incorporating an AI chat and shopping assistant for ecommerce into your online store, scheduling a demo is a crucial step. Voice-enabled chatbots take customer interaction to the next level by allowing users to communicate through spoken language.

In short, rule-based chatbots limit a user’s input to a set of preprogrammed inputs and they don’t learn from previous user interactions, that is, they don’t use Machine Learning. Accelerate your contact center transformation, supercharge agent productivity, and deliver more personalized customer experiences with the enterprise leader in digital customer conversations. Continuously refined through billions of conversations, it excels in scalability, speed, and accuracy.

Harvard Business Review estimated that retaining a customer is 25% more costlier than gaining a new customer which is why engaging with customers only till they make a purchase is not enough. After making the purchase, some buyers may have a buyer’s remorse or issues which can impact your brand’s trustworthiness. ecommerce conversational ai At this stage, your interaction with the customer will seed a sense of satisfaction and help boost customer loyalty and retention. A strong emphasis on retention and advocacy leads to increased customer lifetime value and sustainable business growth in the world of conversational commerce.

An effective AI chatbot operates across multiple channels, such as web, mobile, and social media platforms, offering a consistent and accessible customer service experience wherever the customer prefers to shop. Menu-based chatbots offer users options and menus to navigate through their queries. This straightforward approach simplifies the user journey, making it easier for users to find what they need. These chatbots are suited for stores with a straightforward product lineup or services list, ensuring customers can easily make choices without feeling overwhelmed. Conversational commerce drives increased sales by offering a seamless shopping experience that guides customers through their purchase journey with personalized recommendations and instant assistance.

And results are clear as studies show that chatbots can increase the conversion rate by up to 67% and boost sales by a whopping 67%. Now, let’s see a list of chatbot solutions for ecommerce that will help you do just that and then some. Yellow.ai is your ultimate ally in boosting lead conversions and achieving marketing wins effortlessly through its advanced multi-LLMs (Language Learning Models) and generative AI-powered Conversational Commerce Cloud.

This technology, which includes chatbots, AI-driven messaging apps, and voice assistants, is transforming the art of conversation in the digital realm. In that spirit, it also serves as a chatbot development platform for businesses. It provides an easy-to-use interface to create an AI chatbot for eCommerce without writing code. Other products offered by Giosg include live chat and popup integrations to be used in customer service, lead generation, live shopping, and HCP engagement.

Some of our e-commerce clients including Sephora, Hyundai, Domino’s have delivered millions of seamless shopping experiences leveraging conversational AI. Co-browsing or collaborative browsing enables live agents to assist customers by acting as their personal shoppers. It basically allows simultaneous navigation of any web page by agent and the customer. Co-browsing combined with other applications such as video chat lets the agent provide a human touch to the online shopping process.

Whether it’s a web-based eCommerce chatbot or a text-to-speech shopping tool, all of the latest conversational AIs are built on the same underlying processes. Armed with this information, you’ll have everything you need to give your customers amazing online experiences that increase conversion rate and propel your online retail business to the next level. Water Projects achieved a 50/50 split between generated and qualified leads before deploying Verloop.io. Then, WaterProjects created their bot in Spanish, and customers received all responses to their queries in Spanish. This bot could also simplify the flow of conversations for customers and attract more prospective clients.

By delivering quick and accurate responses to user queries, chatbots enhance overall customer satisfaction. Users receive immediate assistance and support, leading to a positive shopping experience and fostering trust and loyalty towards the brand. With the use of conversational AI, businesses can get better conversions and acquire more leads with proactive messaging. AI-powered chatbots can interact with consumers, capture important data and use it for further segmentation. As a result, prospects get more customized messages and personalized product recommendations. Green Bubble, a prominent player in the online plant market in the Netherlands, has transformed its customer service approach by integrating innovative AI chatbot technology.

Customers can reach out for support, and product information, or make inquiries, and your businesses can respond promptly, creating a sense of responsiveness and reliability. In order to improve customer experience and make more sales, you need to meet customers where they are and automate engagement across these platforms. Now that a customer is aware that your product or service can fulfill their needs, they will look forward to gaining more information about your offerings. They may have some queries and you will have to respond quickly as 82% of customers expect immediate responses. Conversational commerce tools enable you to stay available for your customers on their preferred channel 24x7x365 and provide instant answers to their questions. Conversational commerce isn’t just a buzzword; it’s a reflection of our evolving expectations as consumers.

Having a conversational commerce platform would enable your business to use conversational AI to generate an in-depth strategy to better serve your customers. Here are some of the best strategies and use cases to optimize your customers’ experiences with conversational commerce. Our interactions with the search bar may grow to include options for two-way conversation thanks to the impact that ChatGPT and other generative AI tools will have on commerce search. In addition to its traditional one-way use, businesses may now also offer a two-way conversation prompted by a customer’s search. Customers no longer have to worry about picking up the phone, returning an email, or even driving to a brick-and-mortar store to complete a purchase anymore. Everything — from product discovery to payment — can now happen via two-way communication thanks to AI-powered conversational commerce.

Every business has at least one business function that involves regular communication with the customer, in fact, most businesses have numerous (social media, customer service, direct business messaging, etc). But what if this new technology was more attuned to the habits of consumers and didn’t require them to learn new ways to do familiar tasks? What if we empowered them with the power of conversational and generative AI in the behaviors they’re already experts at? To do just that, we’re excited to announce a new framework that brings the power of Conversational AI and Generative AI to your Search and Discovery user experiences.

This dynamic notification system offers personalized updates via Generative AI, enhancing the user experience. If you’ve engaged with a bot and opted in for notifications, you’ll receive relevant product updates. Utilizing Generative AI to enhance Conversational AI text chatbots and voice bots enables eCommerce companies to create personalized journeys. It also helps them respond to queries faster and deploy Points of Sale (PoS) in popular messaging apps, among other benefits. As years pass, the market will see a new influx of conversational AI for e-commerce needs that will cater to different needs and budgets.

• The flexibility provided by booking chatbot developed by Master of Code for Aveda has resulted in a 7.67x increase in average weekly bookings since it was launched.
• The days when human agents were the only viable form of customer service are long gone and things are changing.
• It supports both no-code and code-first approaches, offering a language component to create natural language experiences.
• This seamless and personalized experience not only builds trust but also boosts conversion rates and drives new customer acquisitions.
• The online shopping landscape is evolving rapidly, and businesses need to adapt to stay ahead of the curve.

Once the customer has bought a product from your eCommerce site, they may want to return/exchange it, leave a review about it or inquire about the status of delivery. With the help of in-app notifications, live chat and voice or chatbots, you can keep customers https://chat.openai.com/ engaged and achieve their loyalty. The first and most important stage of the buying process is when a customer becomes mindful of a product or service they’ll be needing. It’s a Generative AI bot designed to assist online store owners with various tasks.

The AI may have been able to match some of the keywords, but that didn’t always guarantee a relevant or helpful response to customers as the technology was not yet fully mature. Companies can also use generative AI to analyze customer behavior and use that analysis internally to develop potential areas of improvement for their own business practices. SaaS companies have begun to integrate generative AI — including Open AI’s LLMs — with their platforms to offer a more seamless experience for users of the software, thus making users more efficient. With conversational AI, true omnichannel marketing is now available to brands in real-time—so customers can get the exact online experience they want across any platform.

These interactions can be by answering questions, suggesting products, providing information, or automating customer requests with prompts. Chatbots can quickly and efficiently provide answers to commonly asked questions about your products or services. Instead of expecting your service reps to handle repetitive queries, a chatbot can save time and resources by presenting customers with a knowledge base of accurate solutions, 24/7. Using conversational commerce is the new way to market products from your virtual store. From websites to social media, all the platforms can be well-integrated with conversational AI tools and can be leveraged in upselling, cross-selling and marketing products. Pre-sales support is all about making sure that the customer completes the purchase without any hassle.

This has led to a rapid rise in companies cashing in on the hype – everyone wants to be a leader in AI innovation and dream of magically co-creating content and dynamic conversations with their users. So the current reality where every company slaps on a bland chatbot devoid of customer context and character is really disappointing. These use cases demonstrate the impact of AI chat and shopping assistant tools in enhancing the ecommerce experience by improving engagement, satisfaction, and operational efficiency.

Conversational AI tools can handle unstructured speech or text inputs, and even improve over time based on additional training and human feedback. Basically, conversational AI helps humans and machines interact in a more natural and intuitive manner. Using machine learning, natural language processing, and human feedback—as well as massive amounts of textual data—conversational AIs can understand, respond to, and initiate meaningful dialogue with users.

Subway’s initial campaign run two offers were a great success, or as one executive puts it, the chatbot delivered “blow-the-doors-off” results, including 140% and 51% more conversions on the two offers respectively. In 2016, Casper, a major mattress manufacturer, and retailer, launched, arguably, the most well-known AI chatbots in the eCommerce industry — Insomnobot-3000. This chatbot utilizes a powerful conversational AI engine to talk to users who have trouble sleeping. This award-winning chatbot was deployed on SMS and became an instant hit thanks to his friendly and light-hearted conversations. You can foun additiona information about ai customer service and artificial intelligence and NLP. In both of these ways, Lego identified a need for powerful digital assistance that could provide recommendations to users based on their requirements, tastes, and preferences.

For a technology that boils down to ones and zeros, it’s no small feat for AI to understand human language. Natural language processing does just that — it’s the next step in computational linguistics, applying computer science techniques to the analysis of human language and speech. Giosg AI chatbot for eCommerce uses Natural Language Processing(NLP) to match customer questions to requests in its knowledge base.

Last year, we listed some of the best examples of chatbots in the eCommerce industry, and while 2022 may have gone by faster than other years, a lot still happened. There was a massive shift in consumer behavior and expectations that drive major eCommerce trends. As a result of this, chatbots, and conversational AI in eCommerce, in general, have become much more relevant in 2023.

From industry giants like Google’s Dialogflow and Microsoft’s Bot Framework to specialized startups offering bespoke solutions, the options are vast. Each platform comes with its own set of tools, capabilities, and integration options, making it crucial to choose one that aligns with your business needs and technical capacity. As a seasoned digital marketer with over two decades of experience, I have witnessed firsthand the transformative power of emerging technologies. Drawing on my extensive background in SEO, PPC, and social media marketing, this article will delve into the practical aspects of deploying conversational AI across various marketing functions. From setup to integration and beyond, I aim to equip you with the knowledge and insights needed to effectively utilize this technology to not only meet but exceed your marketing objectives. However, all Giosg plans always come with real-time data reporting, 24/7 customer support, and industry-standard security (GDPR, ISO 27001, EU data storage).

Generative AI makes it possible for conversational commerce to become a part of the experience any company offers its customers, creating new ways for brands to build relationships with shoppers. At Bloomreach, we’re keen to not forget the ultimate focus of conversational commerce when we collectively define the term — the customer, of course. Conversational commerce is the process of using automated conversations and technologies with the help of AI and machine learning to create more engaging customer experiences when shopping online.