AI Shopping Trends: What to Expect in 2025
Customer expectations have changed. Today’s online shoppers expect real-time answers, 24/7 assistance, and zero friction across every interaction. In this environment, slow or generic customer service is no longer just inconvenient—it’s a conversion killer.
Enter AI in e-commerce customer support.
From instant chatbot replies and predictive assistance to multilingual ticket routing and proactive order updates, artificial intelligence is transforming how support works behind the scenes. Major platforms like Shopify, Amazon, and Flipkart now rely on AI to scale customer satisfaction—without scaling support headcount.
And AI-native platforms like Glance AI are going even further: blending product discovery, visual AI, and avatar-powered resolution journeys that feel conversational, contextual, and human.
In this guide, we’ll explore how AI elevates customer support in ecommerce—breaking down tools, technologies, real use cases, and the measurable benefits.
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See Glance's broader ecosystem: AI in E-Commerce: A Winning Combination
AI customer support isn't just about answering tickets. It's about creating fast, personalized, and scalable customer experiences—from hello to help.
AI chatbots are not here to replace human agents. They're designed to augment them—handling volume, automating common questions, and freeing up support teams to focus on complex, high-value interactions.
Here’s how the two compare:
Use Cases:
Key Benefits:
Limitations:
Use Cases:
Key Benefits:
Feature | AI Chatbots | Live Agents |
Availability | 24/7 Instant | Business hours or limited coverage |
Cost Efficiency | High | Moderate to high |
Empathy/Emotion Handling | Limited | Strong |
Response Speed | Immediate | Queue-based |
Multilingual Capable | Yes (pre-trained models) | Limited or dependent on team size |
AI chatbots excel in scale and speed. Human agents bring empathy and context. The best support strategies use both—intelligently routed.
AI in e-commerce customer support isn’t just about automation—it’s about solving real business problems and removing the friction that causes abandoned carts, negative reviews, and poor retention.
Here’s how AI addresses key customer service challenges:
Problem: Traditional support teams struggle to handle spikes in queries, leading to long wait times.
AI Solution: Chatbots instantly handle 60–80% of common queries without queueing, offering immediate answers even during high traffic or flash sales.
Result: Higher CSAT, reduced ticket backlog, and 24/7 global coverage.
Problem: Different agents give different answers; customers are confused.
AI Solution: AI draws from a unified knowledge base to ensure consistent, brand-aligned responses across chat, email, app, and even smart surfaces like Glance TV.
Result: Brand trust and fewer escalations.
Problem: One of the most common CX pain points is “Where is my order?” followed by “How do I return this?”
AI Solution: AI bots can track shipments in real-time, auto-update customers on status changes, and initiate return requests instantly through conversational UI.
Result: Lower support cost per order, reduced repeat tickets, and faster resolution.
Problem: Human teams get overwhelmed during big launches.
AI Solution: AI can auto-prioritize high-value orders, triage support tickets, and handle basic requests in bulk—allowing humans to focus on escalations.
Result: Higher fulfillment confidence and smoother promotional experiences.
Problem: India’s e-commerce base spans Tier 1 to Tier 3 cities with language diversity.
AI Solution: Multilingual AI bots trained in Hindi, Tamil, Marathi, Bengali, and more make support truly inclusive.
Result: Improved accessibility and engagement in regional markets.
Want to see this in action? Explore Glance AI’s Personalization + Avatar Shopping UX
AI support systems resolve the most common e-commerce friction points—scaling fast, consistent, and inclusive service across all platforms.
AI-powered e-commerce support is driven by a sophisticated tech stack that enables real-time understanding, automation, and personalization. Here are the core technologies that make it work:
What it does:
Enables chatbots and virtual agents to understand, interpret, and respond to human language—both written and spoken.
Used for:
Example: NLP helps Glance AI understand natural language style queries like “show me wedding outfits in pink.”
What it does:
Learn from past interactions to improve responses, suggest resolutions, and recommend next best actions.
Used for:
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What it does:
Determines if a customer is frustrated, satisfied, confused, or ready to escalate—then adapts responses accordingly.
Used for:
What it does:
Drives seamless back-and-forth dialogue that mimics human support while integrating business rules.
Used for:
What it does:
Generative AI creates new, personalized content and responses by understanding context and user intent. It enables AI systems to generate tailored suggestions, explanations, and dynamic interactions beyond fixed scripts.
Used for:
Example:
Platforms like Glance leverage generative AI to deliver rich, personalized content and visual commerce experiences across lock screens, apps, and TVs—making interactions more engaging and relevant without requiring explicit app usage.
AI in e-commerce customer support isn’t about replacing humans—it’s about scaling empathy, speed, and personalization to millions of shoppers at once.
From order tracking to intent-based avatars, platforms like Glance AI are redefining how support looks, feels, and functions. For retailers, AI unlocks massive cost savings. For consumers, it delivers frictionless, fast, and human-like help—whenever and wherever they need it.
Keep reading:
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Glance AI in Personalization and Styling
Glance AI Connected TV for Retail UX
AI customer support uses tools like chatbots, virtual agents, and NLP to automate responses, resolve queries, and provide 24/7 assistance across ecommerce platforms.
AI enables faster response times, lowers operational costs, improves consistency, and enhances the customer experience with personalized, multilingual support.
No. AI handles common queries, but human agents are still essential for escalations, emotional conversations, and complex requests.
AI chatbots interpret customer intent using NLP and respond with relevant answers or actions like tracking orders, initiating returns, or connecting to human support.
Order tracking, return/exchange requests, payment issues, shipping details, size guides, product availability, and store policies.