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Council Post: Is Conversational Commerce Stuck In Support Mode?

Feb 27, 2025 - forbes.com
Conversational commerce, the integration of messaging and chat functions into e-commerce, is experiencing significant growth, with global spending projected to reach $290 billion in 2025. While its primary success has been in automating customer support, where chatbots offer clear ROI by reducing costs and improving efficiency, pre-purchase influence remains underutilized. This aspect requires more sophisticated AI for personalized interactions, which could drive sales and increase average order value. The adoption of conversational commerce is driven by Millennials and Gen-Z, who are comfortable with digital platforms and prefer chat-based interactions, setting the stage for its expansion beyond customer support.

For conversational commerce to influence sales effectively, businesses need to see clear ROI, the technology must be advanced enough to provide personalized and relevant interactions, and consumers must be willing to adopt it. With advancements in AI and changing consumer sentiment, brands are on the verge of leveraging conversational commerce for pre-purchase influence. The success of AI-powered customer support bots has improved consumer trust, indicating a potential shift in how brands can engage with customers and influence purchasing decisions.

Key takeaways:

  • Conversational commerce is primarily used for customer support, offering clear ROI through cost savings and efficient issue resolution.
  • Pre-purchase influence in conversational commerce requires advanced AI, better data insights, and consumer adoption to be effective.
  • Millennials and Gen-Z are driving the adoption of conversational commerce, with a preference for chat-based interactions and self-guided experiences.
  • The advancement of AI technology and increased consumer willingness to engage with chatbots are paving the way for conversational commerce to influence sales and build brand loyalty.
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