Conversational commerce is the use of messaging, chat and artificial intelligence (AI)-powered interactions to support shopping, product discovery and transactions within digital conversations. It enables customers to ask questions, explore options and complete purchases without switching channels. Although often confused with basic chat widgets, conversational commerce uses intelligence and integration to drive personalized engagement at scale.
“In the past, eCommerce was once a simple matter of browsing and purchasing through a website. Today, the process is more dynamic – and it’s influenced by numerous factors, including social media, artificial intelligence, voice search and mobile-first experiences.”
Cristina Vargas, Senior Product Marketing Manager, Genesys
Shoppers frequently abandon websites when they cannot find what they need. Conversational commerce gives customers an interactive way to explore products, compare options and ask questions in real time. Enterprises apply this capability to increase conversion rates, reduce confusion and provide tailored recommendations that feel more like an in-store experience.
Complex checkout processes create friction, especially on mobile. Conversational commerce allows customers to complete transactions, schedule services or reorder products directly within a messaging thread. Enterprises use this approach to reduce cart abandonment and support seamless purchasing experiences across their digital ecosystem.
Customers often need quick guidance before committing to a purchase. Conversational commerce combines AI and human assistance to answer questions, clarify policies and offer service alternatives without requiring phone calls. Enterprises use this capability to improve satisfaction, support cross-sell opportunities and reduce inbound call volume.
Order updates, delivery alerts and return instructions are critical moments in the customer experience. Conversational commerce automates these communications through preferred messaging channels with personalized, proactive notifications. Enterprises apply these workflows to reduce inbound status requests and enhance loyalty through consistent, helpful outreach.
Many organizations struggle to make personalization meaningful at scale. Conversational commerce integrates with CRM and commerce systems to surface relevant offers, replenishment reminders or tailored suggestions. Enterprises use this intelligence to improve repeat purchases and maintain stronger relationships across the customer lifecycle.
