Conversational Commerce
E-commerce
E-commerce
Conversational Commerce helps you choose or buy products through a conversation with a person, chatbot or AI assistant.
With Conversational Commerce, you ask questions rather than only browsing categories and filters. A conversation helps you clarify preferences, compare products and take the next step. It can happen in an online store, messaging app or another environment with a chat feature.
Suppose you need hiking shoes. An advisor asks where you plan to walk and whether you need waterproof shoes. Your answers lead to suitable options from the range. This illustrates the approach; it is not a client case study.
Not every chatbot provides Conversational Commerce. A bot that only gives opening hours does not help you choose a product. Checkout within the conversation is not a given either: you may still need to visit the store. Capabilities depend on integrations with products, stock and payments.
Tip
Start with the product questions your customers often ask. Keep product information current and offer a handover to a person when the conversation gets stuck.
Related terms
- RecommendationsRecommendations suggest products or content that may suit you. In an online store, they can appear as alternatives or complementary items.
- Human-in-the-loopHuman-in-the-loop means a person reviews or decides at defined points in an automated process, for example before AI publishes content or takes action.