Conversational Commerce 2025

Conversational commerce – a human touch in online space  

We all know that ecommerce can feel impersonal. But conversational AI allows brands to bring back that human connection, even in a digital space.  

At its core, conversational ecommerce is the practice of using AI-powered tools to create real-time, personalized interactions between brands and consumers, mostly using instant messaging.  

The platform you use doesn’t matter as long as it offers personalised, helpful communication that guides customers smoothly through the sales funnel. 

And it works—78% of consumers are more likely to buy from companies offering personalised experiences. 

The numbers speak for themselves 

The rise of conversational commerce is not just a passing trend. According to Statista, global spending on conversational commerce channels was $41 billion in 2021. By 2025, that figure is expected to reach $290 billion.   

For the marketing and ecommerce teams, this represents a massive opportunity. Besides improving customer experiences, they can also increase sales and conversion rates.  

How conversational AI works in ecommerce  

Using AI models like chatbots and virtual assistants, you can guide customers through every stage of their shopping experience:  

Customer support

When a customer has a question, they can get instant help through live chat or chatbots. This reduces waiting times and provides fast, helpful responses, improving satisfaction.   

For example, Lego’s chatbots start by assuring customers that their data is safe, then ask for their first name to make the conversation more personal. They also collect email addresses for follow-up when needed. 

Personal shopping assistants

AI can recommend products based on what customers like or have bought before, acting like a personal shopping assistant.   

Sephora’s Virtual Artist is a great example. It helps customers find beauty products based on their needs, offering a personalised experience right from their phones. Amazon’s Rufus, their GenAI-powered shopping assistant, also improves product discovery and enhances the overall customer experience. 

Order placement and management

Customers can place orders, track them, and even get updates about their delivery through simple, direct conversations. This makes the shopping process smoother and reduces the hassle of managing orders.  

Payment processing

With conversational ecommerce, customers can pay within the chat itself. Walmart’s voice-activated system allows users to add items to their cart and check out using only voice commands.  

Feedback and reviews

Businesses can collect real-time customer feedback through conversations, allowing them to improve services and get reviews on the spot.  

Appointment scheduling

Customers can book appointments, manage their schedules, and get reminders — all through an interactive chat. This is great for service-based businesses looking to reduce missed appointments.  

Product recommendations

Chatbots or AI systems can suggest products based on customer behaviour, helping cross-sell or upsell items that match their tastes.  

Post-purchase support

After a sale, chatbots can help customers with issues like returns, order tracking, and answering any additional questions.  

This approach is personalised, scalable, and designed to meet customers wherever they are in their buying journey.  

Better conversations mean better business

For businesses, conversational ecommerce means happier customers and higher conversion rates. AI-driven tools can handle multiple customers at once, lowering costs and improving service quality.  

Conversational commerce can also help you collect zero-party data. This is data that customers intentionally share with the company, like preferences, product choices, or feedback.   

You can leverage these insights to personalise future interactions and offers.  

For customers, the experience feels more personal and smoother. They don’t need to search for information—they can simply ask and get answers right away. Plus, with integrated payment and order tracking, the shopping process is faster and easier.  

How do you start with conversational commerce?  

Building a successful conversational commerce strategy takes time and careful planning. It’s not something you can roll out overnight, but with attention to detail and a step-by-step approach, you can set yourself apart from competitors.  

Here are five practical steps to help you get started:  

1. Assess your business needs  

What do your customers need? What challenges are you and your team facing? 

Set clear goals, like reducing abandoned carts or improving customer support. Prioritise these goals and introduce new tools gradually to see what works best. 

2. Research competitors, solutions & customer feedback 

Take a close look at how other companies in your industry are using conversational commerce. Research the available tools and ask for demos or trials to understand the benefits and limitations of each solution.  

Don’t forget to check what your customers think — reviews and direct conversations can reveal what they are looking for but not getting.  

3. Choose a conversational commerce platform  

The platform you choose matters, but so does knowing how to use it effectively. 

If you go with live chat, you’ll need a well-trained team. If you choose a chatbot, you may need help setting up the conversational flow. Decide whether your in-house team can manage this, or if you need external support. 

4. Define your conversational commerce strategy & KPIs  

Once you've chosen your conversational tool, it’s time to launch it.   

Define key performance indicators (KPIs) like the number of conversations, customer satisfaction scores, and conversion rates.   

These will help you track how well the tool is performing and where adjustments might be needed.  

5. Monitor and improve  

After launching, continuously monitor your performance. Metrics like conversion rates, cart abandonment, response time, and customer satisfaction will give you an insight into how well the system is working and what areas could be improved.   

Keep refining your approach based on these metrics to ensure long-term success.  

The takeaway: 2025 is the year of conversational commerce  

• Consumer shift: By 2025, conversational ecommerce will no longer be optional—it will be a key part of any serious ecommerce strategy.  
• AI impact: Generative AI will reshape how consumers shop and how brands connect with them. 
• Tracking KPIs: Tracking AI-driven shopping experiences is key to improving results. 

Businesses that adopt this technology early will benefit from better customer experiences, higher sales, and stronger loyalty. Whether you’re in manufacturing or retail, this is a tool you can’t afford to overlook.