Your AI Assistant is Now a Salesperson — Why Conversational Commerce Is Reshaping the Way We Shop

In today’s digital landscape, the rise of conversational commerce is no longer just a trend—it’s a strategic imperative. From smart speakers to chatbots, AI-driven voice and chat technologies are transforming how consumers interact with brands, making the experience more seamless, intuitive, and personalized.

Consumers want ease, not effort. Brands that integrate conversational tools into the buyer journey are unlocking new levels of loyalty, efficiency, and revenue growth. Whether it’s ordering a pizza via Alexa or checking a return policy through a chatbot, AI is helping eliminate friction from the shopping process.

In my latest article for Entrepreneur, I break down how this shift is unfolding:
Read it here

What is conversational commerce?

It refers to AI-powered interactions—through voice or text—between brands and consumers that facilitate everything from discovery to support and transactions. This isn’t about replacing human interaction; it’s about streamlining the experience. Today, 40% of consumers use voice search daily (PwC), and over half of U.S. households are expected to own a smart speaker by 2025 (eMarketer). The momentum is real, and it’s changing expectations across every age group.

Consumers are no longer satisfied with generic recommendations. They want real-time, personalized, and emotionally intelligent responses that reflect their preferences and buying behavior.

How it changes the buyer journey

Unlike traditional e-commerce where users must search and scroll, conversational interfaces allow natural language queries like “Find me waterproof hiking boots under $100.” Instant answers, personalized recommendations, and simplified checkout flows are removing the barriers that used to cause drop-offs.

Brands like Domino’s are leading the way—enabling pizza orders through Alexa, Google Assistant, and even Twitter DMs. These innovations reduce cart abandonment and increase repeat sales.

Post-purchase support and personalization

Beyond transactions, conversational AI plays a crucial role in boosting customer retention and satisfaction. Today’s consumers expect instant responses, and chatbots now handle up to 80% of routine service queries, significantly reducing wait times and support costs. Whether it’s tracking a package, updating delivery instructions, or processing a return, customers want frictionless support—available 24/7 and on their terms.

Need to know where your order is? Just ask your smart speaker. Want to change a delivery time? Send a quick message to the brand’s chatbot. This always-on convenience builds trust and loyalty.

Prefer to speak to a real person? Advanced sentiment analysis can detect frustration or urgency and instantly escalate the conversation to a live agent—ensuring that customers feel heard, not ignored. The smooth handoff from bot to human, without the need to repeat information, is now an expectation, not a luxury.

Omnichannel consistency is also essential. A conversation that starts on Facebook Messenger should seamlessly continue on WhatsApp, a brand’s mobile app, or via voice—without losing context. AI systems that track previous interactions, preferences, and purchase history can tailor experiences at a granular level.

From remembering your usual coffee order to offering personalized discounts or delivery options, smart personalization makes every interaction feel relevant. The brands that get this right aren’t just solving problems—they’re creating meaningful customer experiences that drive repeat business.

The future: From voice to value

Conversational commerce is about more than convenience—it’s about delivering value with every interaction. The brands that succeed will blend AI capabilities with emotional intelligence to create experiences that are both efficient and human.

It’s not just about selling more—it’s about building meaningful engagement that drives loyalty over time. The businesses that recognize this shift early will have a major advantage.

Connect with me on LinkedIn for more insights, or read the full article on Entrepreneur:
Your AI Assistant is Now a Salesperson

Written by Boris Dzhingarov, Contributor at Entrepreneur and CEO of ESBO Ltd, a global digital PR and SEO agency.