Ecommerce is no longer just about having a good product. Shoppers expect instant answers, smooth experiences, and real-time help at every step of the shopping journey. That’s why more ecommerce businesses are turning to conversational AI to power their customer interactions.
From answering product questions to managing returns, conversational AI is helping brands deliver smarter, faster support. And it’s not just support—AI chatbots and assistants are now helping guide product discovery, reduce cart abandonment, and personalize the entire customer journey.
In this article, we’ll explore the top seven ways ecommerce companies are using conversational AI today—and how a platform like Beside can help your team deliver the experience modern online shoppers expect.
1. Real-Time Customer Support That’s Always On
The modern customer doesn’t want to wait. Whether they’re shopping late at night or on a weekend, they expect fast, helpful answers. That’s where conversational AI shines.
AI chatbots provide instant customer support by handling common queries, troubleshooting issues, and guiding shoppers through their next steps—all without waiting for a human agent. This real-time support leads to higher customer satisfaction, fewer lost sales, and a more reliable experience for online shoppers.
Using Beside, ecommerce businesses can manage customer support across devices and channels, offering timely responses powered by AI without overwhelming small teams.
2. Personalizing the Shopping Journey for Each Customer
No two shoppers are the same. Some want deals, some need technical specs, and some just want something that “feels right.” Conversational AI helps ecommerce businesses tailor the experience to every customer.
By using natural language processing and machine learning, AI-powered chatbots can learn from past behaviors, preferences, and product views to deliver personalized recommendations. These bots understand what shoppers are looking for and make helpful suggestions that feel natural and relevant.
Personalized experiences improve customer engagement and increase the chance of purchase. When the assistant feels like it knows what the shopper wants, they’re far more likely to complete the sale.
3. Reducing Cart Abandonment with Smart Interventions
Cart abandonment is one of the biggest problems in ecommerce. Shoppers often leave during checkout due to confusion, hesitation, or unanswered questions. Conversational AI helps recover those sales.
AI chatbots can detect when a customer is inactive or trying to leave the site and automatically start a conversation. They can answer last-minute questions, clarify return policies, offer discounts, or help with technical issues.
By engaging customers at critical points in the shopping journey, ecommerce businesses can reduce cart abandonment and drive more completed purchases—all through a well-timed, AI-powered chat.
4. Automating Post-Purchase Support and Order Tracking
The customer journey doesn’t stop at checkout. Once an order is placed, shoppers want updates and easy support if something goes wrong. Conversational AI helps here too.
With AI-powered assistants, customers can track orders in real time, manage returns, and get updates on shipping—without needing to message a human agent. These bots integrate with your systems and keep customers informed from the moment they buy to the time their order arrives.
This level of service builds trust and improves the overall customer experience while freeing up your team from repetitive support requests.
5. Helping Customers Discover the Right Products Faster
Ecommerce stores often carry thousands of products. Shoppers can easily feel overwhelmed. Conversational AI makes it easier for customers to find what they need.
AI chatbots act as shopping assistants that can respond to questions like “What’s the best wireless mouse under $50?” or “Do you have eco-friendly cleaning products?” By understanding intent through natural language processing, the bot can instantly recommend the right items.
This improves the customer journey by removing friction and helping shoppers feel confident in their choices, without the need to dig through pages of listings.
6. Managing High Volumes During Sales and Busy Seasons
During peak sales seasons like Black Friday or Cyber Monday, ecommerce teams get flooded with customer service requests. Human agents can only handle so much. AI-powered bots allow your business to scale.
AI agents can handle thousands of conversations at once, managing FAQs, assisting with checkout, and answering questions about orders or delays. They don’t get tired, they don’t take breaks, and they keep the customer experience consistent during high-pressure times.
Ecommerce businesses using conversational AI during peak periods see faster resolution times, fewer missed sales, and a smoother customer experience overall.
7. Powering Omnichannel Conversations Across Devices
Today’s ecommerce customers jump between devices and platforms. They may start browsing on mobile, ask a question via chat, and complete their purchase on desktop. Conversational AI ensures that customer interactions stay consistent wherever they happen.
AI-powered bots can handle conversations across platforms—whether that’s web chat, mobile apps, or social messaging. They remember the conversation and keep it going, helping online shoppers pick up right where they left off.
Beside supports ecommerce businesses with AI tools that work across devices, including iOS, macOS, and Android (public beta). Whether your customers are chatting on a laptop or messaging from their phone, Beside helps keep the conversation going.
Why Ecommerce Businesses Choose Beside
Beside is an AI-powered communication platform built for professionals and small teams that need smart, efficient ways to connect with customers. For ecommerce businesses, that means smarter chat, faster support, and less stress.
With Beside, you can automate parts of your customer support, improve real-time interactions, and handle high volumes of queries without hiring more agents. It’s designed to give your team time back—while giving your customers the experience they expect.
Beside works on iOS, macOS, and Android (in public beta), with desktop access available worldwide and mobile availability in the U.S. and Canada. You can get started on mobile with the Starter plan, which includes a 7-day free trial.
Try Beside free
Starter includes a 7-day trial on mobile. After that, it’s just $29.99/month or $199.99/year.
FAQs
What is conversational AI in ecommerce?
Conversational AI in ecommerce refers to the use of AI chatbots and assistants to manage customer interactions. These bots can answer questions, recommend products, track orders, and help customers in real time.
How can chatbots improve the ecommerce shopping journey?
Chatbots make the customer journey smoother by providing instant support, guiding product discovery, and offering real-time help during checkout. This improves customer satisfaction and reduces drop-offs.
Can Beside help reduce cart abandonment?
Yes. With AI-powered conversations, Beside can engage customers at critical moments in the checkout process, answer last-minute questions, and help reduce cart abandonment.
Is Beside available for desktop and mobile?
Beside is available on iOS, macOS, and Android (public beta). Mobile support is available in the U.S. and Canada, and desktop access is available worldwide. Download Beside
How does conversational AI help with customer support?
Conversational AI automates support by handling repetitive questions, providing instant responses, and routing complex issues to human agents when needed. This keeps support fast and efficient.
What types of ecommerce businesses benefit most from Beside?
Any ecommerce business that wants to improve customer engagement, reduce support load, and offer real-time help can benefit from Beside. It's especially useful for small teams that need to do more with less.