What Is Conversational Commerce? Related Articles What Is Conversational Commerce? Personalized CX: The Power of Conversational Commerce CX is Still at the Tip of the Conversational AI Iceberg The E-Commerce Impact on Retailers and Customer Connection © Natali _ Mis - Shutterstock - 618653162 Filed under - Definitions, Talkdesk What Is Conversational Commerce? Conversational commerce is any way that artificial intelligence (AI) can generate revenue for a company. Examples of conversational commerce include live chat, a voice bot, or virtual assistant that connects to customers through SMS or other messaging platforms. Consider a customer who calls a contact centre to place an order. An interactive voice response (IVR) leads them through a series of prompts to collect information and direct their query through the right channels. The IVR can take orders and even upsell to the customer. This is conversational commerce in action. The customer and AI interact with each other to accomplish the customer’s goal, without the aid of a live agent. But conversational commerce doesn’t just concern activities resulting in an immediate sale – which some might call a “non-value interaction”. While the value of an interaction might not be instant, it can still generate revenue. For example, someone who calls a restaurant to book a table doesn’t purchase on the call, but their intention to eat at the restaurant will directly generate revenue. Conversational AI can ease these interactions as well – by answering questions and taking care of simple tasks, AI-backed support frees agents to take orders and help customers with more complex tasks. Even if those questions don’t directly result in a sale, the interaction still holds value and drives business revenue. Thanks to Talkdesk Author: Robyn Coppell Published On: 31st Mar 2023 Read more about - Definitions, Talkdesk Recommended Articles What Is Conversational Commerce? Personalized CX: The Power of Conversational Commerce CX is Still at the Tip of the Conversational AI Iceberg The E-Commerce Impact on Retailers and Customer Connection Related Reports Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking CCW Market Study: State of Generative AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter