Conversational commerce is at home in the areas of e-commerce and digital commerce, digital transformation, and artificial intelligence. It's about companies selling their products and services in a completely new way: through chats, voice messages, or messenger apps like WhatsApp and Facebook Messenger. Instead of going to a classic website, customers can write or speak directly with the company – similar to chatting with friends.
The aim of conversational commerce is to make shopping more personal and easier. Artificial intelligence such as chatbots or digital assistants help to answer questions or recommend products without direct human intervention.
An example: If you see a shoe you like on a website, you can ask for your size directly in the chat. The chatbot might even suggest suitable alternatives or help with ordering – all within a few messages.
Conversational commerce saves time, makes customer engagement more personal, and can increase customer satisfaction. For businesses, it's a modern way to stay close to their customers' needs and simplify the sales process.
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