What Is Conversational Commerce and Why It Matters

Introduction: Conversations Are the New Checkout

Remember when shopping online meant scrolling through static product pages and hoping your size was still in stock? That era is fading fast. Today’s consumers—especially in the U.S.—crave immediacy, personalization, and interaction. In fact, 75% of shoppers now prefer brands that offer messaging-based support. Why? Because conversation feels human, and in the digital world, that makes all the difference.

Enter conversational commerce—where chatbots, messaging apps, and voice assistants aren't just support tools, but real-time shopping companions. From asking a virtual assistant for lipstick shades to confirming sneaker sizes over WhatsApp, consumers are buying through conversation, not clicks.

But this shift isn’t just about talking—it’s about engagement that converts. And that’s where Glance AI enters the picture. Unlike traditional chatbots, Glance doesn’t reply—it shows. By creating AI-generated, shoppable fashion visuals tailored to a shopper’s style, Glance AI turns inspiration into instant action.

In this blog, we’ll break down what conversational commerce really means, why it’s reshaping the retail landscape, and how Glance AI is evolving it even further—by making conversations visual, intelligent, and truly personalized.

What Is Conversational Commerce?

Conversational commerce refers to the intersection of messaging apps and shopping, where real-time communication tools are used to facilitate transactions and provide customer support. This includes:

• AI Chatbots: Automated programs that interact with users, answering queries and guiding them through the purchasing process.
• Messaging Apps: Platforms like WhatsApp, Facebook Messenger, and SMS are used for customer engagement and sales.
• Voice Assistants: Tools like Amazon's Alexa or Google Assistant that allow users to make purchases or inquire about products using voice commands.

These tools aim to replicate the in-store assistant experience, providing immediate, personalized support to online shoppers.

Why Conversational Commerce Is Gaining Ground

Several factors contribute to the growing adoption of conversational commerce:

• Consumer Expectations: Modern consumers demand instant, personalized interactions. They expect brands to be available on their preferred communication channels. Forbes.
• Technological Advancements: The proliferation of smartphones and advancements in AI have made it easier for brands to implement conversational tools.
• Trust in AI: Consumers are increasingly comfortable with AI-generated suggestions, especially when they enhance convenience and personalization.

In 2024, the U.S. conversational commerce market was valued at approximately $3.06 billion and is projected to grow at a CAGR of 17.2%. Market.us

Benefits of Conversational Commerce

Implementing conversational commerce offers several advantages:

• Real-Time Assistance: Immediate responses to customer inquiries enhance satisfaction and reduce decision-making time. EZ Texting+3SAP Emarsys+3Firework+3
• Hyper-Personalization: By analyzing user data, brands can offer tailored product recommendations, increasing the likelihood of purchase.
• Reduced Cart Abandonment: Proactive engagement through chat can address concerns that might otherwise lead to abandoned carts.
• Enhanced Data Collection: Conversations provide insights into customer preferences, aiding in future marketing strategies. Future Market Insights
• Cost Efficiency: Automating customer interactions can reduce operational costs while maintaining service quality.

Conversational Commerce vs. Social Commerce

While both aim to enhance the shopping experience, conversational commerce focuses on direct, personalized interactions, whereas social commerce leverages community and influencer dynamics to drive sales.

Conversational Commerce in Action: Real-World Use Cases

• Retail: Brands employ chatbots to assist customers in finding the right size and fit, reducing return rates.
• Beauty: AI-driven quizzes recommend products based on skin type and preferences, enhancing customer satisfaction.
• Electronics: Instant tech support via messaging apps helps customers troubleshoot issues, improving the post-purchase experience.
• Travel: Booking assistance through platforms like WhatsApp streamlines the reservation process, offering convenience to travelers.

How Glance AI Aligns with Conversational Commerce

Glance AI enhances conversational commerce by providing visual, AI-generated shopping experiences:

• Visual Dialogues: Instead of text-based interactions, Glance AI offers shoppable visuals tailored to user preferences.
• Personalization: Utilizing the Aspiration Graph, Glance AI learns user tastes, delivering content that aligns with their desires.
• Proactive Engagement: By anticipating user needs, Glance AI presents products before the user actively searches, enhancing discovery.
• Brand Integration: Glance AI allows brands to participate in real-time commerce auctions, ensuring their products are featured in relevant visual content.

Challenges in Conversational Commerce

Despite its benefits, conversational commerce faces several challenges:

• Privacy Concerns: Handling user data responsibly is paramount, especially with increasing scrutiny on data protection.
• Bot Fatigue: Poorly designed chatbots can frustrate users, leading to disengagement.
• Technical Integration: Seamlessly merging conversational tools with existing systems like CRM and inventory management can be complex.
• Brand Voice Consistency: Maintaining a consistent tone across automated and human interactions is essential for brand integrity.
• Measuring ROI: Quantifying the direct impact of conversational tools on sales and customer satisfaction remains a challenge.

The Future Is Conversational and Visual

The convergence of conversational and visual commerce is set to redefine the shopping experience:

• Integrated Platforms: Future platforms will combine messaging, voice, and visual elements to offer a cohesive shopping journey.
• Enhanced Personalization: Advancements in AI will enable even more tailored experiences, anticipating user needs with greater accuracy.
• Omnichannel Presence: Brands will need to ensure consistent experiences across various channels, from messaging apps to visual platforms like Glance AI.

Conclusion: The Shift from Selling to Engaging

Conversational commerce signifies a paradigm shift from traditional selling to engaging customers in meaningful dialogues. As consumers seek more personalized, immediate interactions, brands must adapt by integrating conversational and visual tools into their strategies. Glance AI exemplifies this evolution, offering a platform that not only responds to user needs but anticipates them, creating a shopping experience that's both intuitive and engaging.

In embracing conversational commerce, brands are not just facilitating transactions—they're building relationships, fostering loyalty, and redefining the future of shopping.

FAQs

What is the meaning of conversational commerce?

Conversational commerce refers to the use of messaging apps, chatbots, and voice assistants to facilitate real-time, personalized interactions between brands and consumers throughout the shopping journey.

What are the advantages of conversational commerce?

It offers real-time assistance, personalized recommendations, reduces cart abandonment, enhances customer engagement, and provides valuable insights through data collection.

What is the main objective of conversational marketing?

The primary goal is to engage customers in meaningful conversations, guiding them from initial interest to purchase, thereby enhancing the overall shopping experience.

What is the difference between conversational commerce and social commerce?

Conversational commerce focuses on direct, personalized interactions through messaging and voice platforms, while social commerce leverages social media platforms and influencer content to drive product discovery and sales.