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.