Conversational commerce is not only a new-age practice but is an emerging discipline for e-commerce or digital retail. It is fast and it prioritizes direct, natural conversations between consumers and brands. Conversational experiences add value for your customers by assisting, streamlining, and improving virtually every interaction they have with your company online. Conversational commerce is making retailer-to-consumer interactions human-like. A perfect blend of human specialists with the computing power of AI allows the brands to deliver a tailored shopping experience on all digital touchpoints – website, third-party messengers, in-store kiosks, and social media. Platforms such as WhatsApp, Facebook, and Instagram provide customers with a seamless, on-demand shopping experience.

The best part about conversational commerce for e-commerce is that it streamlines the process of digital commerce, replacing part or all of it with natural, real-time communication between customers and brands. So, the customer experience in this regard is sharp and the customer instead of hunting around a website for information can simply open a messaging app and ask for the product they want or even place their order. Such direct interactions can make every aspect of online commerce simpler, easier, and more convenient.

In this roundtable, we’ll deep dive into this experience of conversational commerce for e-commerce and understand how to tweak it right in the retail context. How businesses should plan the adoption of conversational commerce, use cases that have the highest impact, pitfalls to avoid, consumer expectations from digital interactions, and how e-commerce companies can further boost consumer trust with the right approach.