Title: Conversational AI for eCommerce

URL: https://www.infobip.com/agentos/conversational-ai-ecommerce

# More conversions, more repeat buyers with conversational AI for eCommerce

Conversational AI in eCommerce engages shoppers the moment they have a question, guides them to the right product, and completes the sale within the same conversation.

[ Try for free ](/contact)

## 70% of shopping carts are abandoned, most of them are recoverable

$260 billion in lost orders across the US and EU alone is recoverable. The top reasons aren't lack of intent. They're unanswered questions, checkout friction, and slow support.

### Shoppers leave because they can't find sizing info, shipping costs, or return policies fast enough

### Product discovery relies on search filters and browsing, not conversation

### Support teams can't keep up during peak traffic, and automated emails only recover a fraction of abandoned carts

## How conversational AI turns hesitation into purchase

Shoppers don't abandon carts because they don't want the product. They leave because something got in the way. Conversational AI removes that friction by answering questions, recommending products, and completing transactions inside a single conversation.

AgentOS deploys AI agents across WhatsApp, SMS, web chat, voice, and 15+ other channels. They engage shoppers in real time, personalize recommendations based on browsing behavior, and recover abandoned carts before the sale is lost.

### Answer product, shipping, and returns questions instantly on any channel

### Recommend products based on browsing history, preferences, and purchase data

### Recover abandoned carts with personalized, conversational follow-ups

### Complete purchases within the chat, no redirect to a separate checkout page

## What a shopping journey looks like with conversational AI

Conversational AI doesn't sit on the sidelines waiting for a support ticket. It's active at every stage of the purchase journey.

How it works 

##  Discovery

 A shopper browses your site and asks about sizing on web chat. AI pulls the product specs, suggests the right fit based on their profile, and recommends a complementary item. The shopper adds both to cart.

How it works 

##  Conversion

 At checkout, the shopper hesitates. AI proactively offers free shipping on orders over a threshold, answers a question about the return policy, and completes the purchase within the same conversation.

How it works 

##  Post-purchase

 Order confirmation sent on WhatsApp, SMS, RCS, email or any other channel. Shipping updates delivered automatically. A week later, AI sends a personalized recommendation based on what they bought. The next purchase starts from a conversation, not a search.

## Features of our conversational AI for eCommerce

<accordion>
<accordion-item title="Conversational commerce on every channel">
Shoppers browse, ask questions, and complete purchases within WhatsApp, SMS, RCS, web chat, or social messaging. No app downloads, no redirects.
</accordion-item>
<accordion-item title="AI-powered product recommendations">
AI analyses browsing behavior, purchase history, and stated preferences to suggest relevant products in real time. Shoppers exposed to personalized AI recommendations are 4.5x more likely to complete a purchase.
</accordion-item>
<accordion-item title="Cart recovery through conversation">
When a shopper abandons their cart, AgentOS follows up with a personalized message on their preferred channel. It answers lingering questions, offers relevant incentives, and makes it easy to complete the purchase in one tap.
</accordion-item>
<accordion-item title="Order management and self-service">
Shoppers check order status, track deliveries, initiate returns, and manage their account through natural conversation. Your support team only handles exceptions.
</accordion-item>
<accordion-item title="Multilingual and multi-currency support">
Engage international shoppers in their preferred language and currency, expanding your reach without building localized support teams for each market.
</accordion-item>
<accordion-item title="Peak-ready scalability">
Black Friday, flash sales, product drops. AI handles the surge in traffic and conversations without compromising response time or experience quality.
</accordion-item>
</accordion>

## Benefits of conversational AI in eCommerce

Shoppers who engage with AI during their session convert at 12.3%, nearly four times higher than those who don't. Here's what drives that lift.

##  Recover more abandoned carts

 AI-driven proactive conversations recover 35% of abandoned carts, compared to 5–15% from traditional email retargeting.

##  Higher conversion rates

 AI answers product questions, removes checkout friction, and guides shoppers to purchase. Conversational AI powered sites see a 23% boost in conversion rate.

##  Increased average order value

 Personalized recommendations and cross-sell prompts increase basket size. Returning customers using AI chat spend 25% more per session.

##  24/7 shopping assistance

 Shoppers get answers at any hour, on any channel. No waiting for business hours or searching through FAQ pages.

##  Lower support costs

 AI handles product queries, order tracking, and returns at a fraction of the cost of a human interaction, freeing your team for complex cases and VIP customers.

##  Scale without seasonal hiring

 Handle 10x the conversation volume during peak shopping periods without temporary staff or degraded service.

## Use cases of conversational AI in eCommerce

From product discovery to post-purchase loyalty, these are the use cases where conversational AI delivers the fastest revenue impact.

<tabs>
<tab label="">
#### Product discovery and recommendations

Shoppers describe what they're looking for in natural language. AI suggests products that match their criteria, budget, and style. No endless scrolling, no irrelevant search results.
</tab>
<tab label="">
#### Cart abandonment recovery

A shopper leaves items in their cart. AgentOS sends a personalized follow-up on WhatsApp or RCS, addresses the hesitation (shipping cost, return policy, sizing), and makes checkout available in one tap.
</tab>
<tab label="">
#### Order tracking and delivery updates

AgentOS connects to your order management system and gives shoppers real-time updates on shipping, delivery, and returns. Proactive notifications reduce “where is my order” queries before they reach your team. 
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#### Returns and exchanges

AI walks shoppers through return eligibility, generates labels, processes exchanges, and updates order records. Straightforward cases close without agent involvement.
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#### Loyalty and re-engagement

AgentOS sends personalized offers, early access invitations, and product recommendations based on purchase history and browsing behavior. Loyalty program enrolment and rewards management happen through conversation.
</tab>
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#### Post-purchase feedback and reviews

After delivery, AI requests feedback, prompts product reviews, and flags negative experiences for immediate follow-up. Every interaction feeds into better personalization for the next purchase.
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</tabs>

## Customer stories: Successful implementations of conversational AI

[ View all customer stories ](/customers)

#### Seamless integrations with your existing systems

AgentOS connects to the tools your eCommerce business already runs on. No rip-and-replace required.

[ Explore all integrations ](https://partners.infobip.com/exchange)

### Frequently asked questions

<accordion>
<accordion-item title="What is conversational AI for eCommerce?">
AI agents that engage shoppers, answer product questions, recommend items, recover abandoned carts, and manage orders across WhatsApp, SMS, web chat, and more. When a shopper needs human help, the AI hands off with full context.
</accordion-item>
<accordion-item title="Can shoppers complete purchases inside the conversation?">
Yes. Conversational commerce lets shoppers browse, select, and pay within WhatsApp, RCS, Apple Messages for Business, and other messaging channels without redirecting to a separate checkout page.
</accordion-item>
<accordion-item title="What channels are supported?">
WhatsApp, SMS, RCS, voice, web chat, email, and 15+ more. Context persists across channel switches, so a shopper who starts on web chat and moves to WhatsApp picks up exactly where they left off.
</accordion-item>
<accordion-item title="How does AI recover abandoned carts?">
AgentOS sends a personalized follow-up on the shopper's preferred channel, addresses the specific reason for hesitation (shipping, sizing, returns), and makes checkout available in one tap within the conversation.
</accordion-item>
<accordion-item title="Does AgentOS integrate with our eCommerce platform?">
Yes. Native integrations with Shopify, WooCommerce, Magento, Salesforce Commerce Cloud, and Adobe Commerce. A flexible API is available for custom connections.
</accordion-item>
<accordion-item title="How quickly can we go live?">
Start with high-impact, revenue-driving use cases like cart recovery, product recommendations, and order tracking - these can be configured and deployed rapidly to generate immediate ROI. Once live, you can expand to more complex workflows at your own pace. Full API and developer access is available for custom builds and deeper integrations.
</accordion-item>
</accordion>

### Learn more about creating exceptional conversational experiences

[ Learn more ](/more)

## Ready to transform your eCommerce experience?

Give your team AI agents that sell smarter, recover lost revenue, and keep shoppers coming back.

[ Contact us ](/contact)