Conversational commerce is significantly altering the landscape of retail by integrating advanced technologies like AI, machine learning, and natural language processing into everyday customer interactions.
This innovative approach is not just about engaging customers but transforming how they shop and interact with brands on a fundamental level.
Go deeper with GlobalData
Yandong Liu, Co-Founder and Chief Technology Officer of Connectly, shares deep insights into this evolving field and how his company is at the forefront of these changes.
Defining conversational commerce
Conversational commerce bridges the gap between messaging and shopping, enhancing the retail experience significantly.
Yandong Liu explains, “Conversational commerce is a customer relationship strategy that combines two-way messaging with shopping and marketing.”
He continues, detailing how Connectly harnesses this technology:
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By GlobalData“Our AI-powered conversational commerce helps businesses sell their products and services across any messaging platform, using our no-code solution. This includes our proprietary Sofia AI solution, an AI sales assistant that tailors suggestions and understands customer needs deeply.”
Multi-platform integration: a seamless shopping experience
One of the pivotal aspects of Connectly’s strategy is its integration across various messaging platforms, including WhatsApp, SMS, Facebook Messenger, and Instagram. Liu elaborates on the advantages of this approach:
“A multi-platform approach benefits retailers as it allows them to connect with customers wherever they are, on their mobile devices, leading to more sales and deeper customer engagement.”
However, he also acknowledges challenges, “Creating a seamless experience across different channels requires sophisticated AI to understand and predict customer needs, ensuring personalisation and satisfaction.”
The role of AI in conversational commerce
Artificial Intelligence is central to Connectly’s operations, enabling more meaningful and effective conversations between retailers and their customers.
Liu shares an example of AI’s impact: “Connectly’s enterprise LLM grows with every interaction, enabling proactive customer engagement with relevant deals and information.”
He cites a case with Lipigas, where Connectly’s AI tools facilitated a significant boost in engagement and sales, “Our AI-enabled strategies allowed Lipigas to achieve a 1X higher conversion rate and a 60% reduction in the time taken to place orders.”
Looking ahead: the future of conversational commerce
Looking forward, Liu is optimistic about the future of conversational commerce, which continues to evolve rapidly.
“Messaging platforms are becoming a crucial channel for business engagements. With AI, these platforms can deliver personalized, instant communication that not only drives sales but also builds customer loyalty.”
He hints at future innovations at Connectly, including enhanced AI insights that integrate seamlessly into CRM systems, promising even more profound changes in the retail sector.
Conversational commerce is reshaping the retail industry by meeting modern consumer expectations for personalization, convenience, and immediacy.
Companies like Connectly are leading this change, proving that the future of retail may well lie in the conversations between businesses and their customers.
