What is Conversational Commerce?
Conversational commerce is the use of customer-initiated conversations with artificial intelligence (AI), such as chatbots, to complete transactions over a messaging app. It has become increasingly popular in the retail and eCommerce space, as it allows brands to provide customers with a seamless service experience. Conversational commerce typically combines traditional eCommerce experiences with messaging services like WhatsApp.
How does conversational commerce work?
A conversational commerce system works by providing customers with ways to directly interact with a brand’s products and services via messages, chats, and voice commands. The AI then uses algorithms and natural language processing (NLP) technology that can ‘understand’ the customer’s request and deliver relevant information on products and services — enabling them to make purchasing decisions quicker.
The benefits of conversational commerce
The main benefit for brands is that conversational commerce allows them to offer a more personalized shopping experience for their customers, instead of having them navigate complex web pages full of options, which can be overwhelming. Additionally, using this type of automated system can save companies time as they no longer need human assistants available 24/7 to answer customer questions about products and services.
Finally, since most conversations happen via social media platforms these days, engaging customers through conversation can help create relationships between the company and its shoppers — allowing them to build trust and loyalty faster than ever before.