Conversational Commerce
Conversational commerce carries a customer from question to purchase through chat or voice, with live chat and AI chatbots as its most common forms.
What formats does it cover?
Real-time chat during a live broadcast, always-on AI chatbots, and one-to-one video consultation. What they share is that a customer can ask, and the answer feeds straight into the purchase decision.
How do you split humans and AI?
Let AI handle the repetitive, well-defined questions and humans handle judgment that depends on individual circumstances. In regulated areas like healthcare and finance, decide the automatic-response boundary before you launch.
Frequently Asked Questions
Q. Is a chatbot enough on its own?
Fine for simple queries, but for considered purchases a human explanation moves conversion substantially. Run both and define the handoff rule.
Q. Does live chat count as conversational commerce?
Yes — it's one of the most direct forms, since the question and answer convert in real time.
Q. Where should conversation history live?
Attached to the customer record — that's where it gains value. Scattered across channels, the same customer repeats the same question and agents answer without the prior context. Consolidating live chat, bot, and form inquiries into one history is the first step.
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