Think back to the best shopping experience you ever had. Chances are it involved a well-informed and upbeat salesperson who engaged with you, asked about your needs and guided you through the purchase. You left knowing you made the right decision.
This kind of conversation-driven sale—high on empathy and knowledge, low on price and haggling—has long been a staple of successful retail loyalty. It focuses on understanding the needs of consumers and delivering an exceptional experience. But in today’s continually upended shopping environment, that conversation between seller and buyer is as likely to take place with an AI-driven bot as it is with a friendly associate.
Welcome to the age of conversational commerce.