Conversational AI Platform

Conversational AI for the Customer Journey

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Gone are the days when the only options were to either visit a store in person or navigate through a web of online retailers on a computer. Today, messaging apps are emerging as an indispensable tool in the shopping journey, especially for younger generations, offering a blend of convenience, personalisation and immediate communication that traditional shopping channels struggle to match. Meta reports more than 600 million conversations between people and businesses daily on its platforms with users opening WhatsApp 23-25 times per day (Salesforce). This transformative shift is not only changing the way consumers interact with brands but also reshaping the retail landscape at large.

Personalised shopping experiences at your fingertips

76% of customers expect personalised communication from brands (McKinsey & Company). The integration of messaging apps into the shopping journey is paving the way for highly personalised shopping experiences. Unlike the one-size-fits-all approach of traditional online shopping, messaging apps allow retailers to engage with customers on a one-on-one basis. Through these platforms, businesses can offer personalised recommendations, answer questions in real-time, and provide tailored customer support. This direct line of communication fosters a deeper connection between consumers and brands, making the shopping experience more engaging and personal.

Streamlining the purchase process

One of the most significant advantages of using messaging apps for shopping is the streamlined purchase process. Consumers can enquire about products, receive recommendations and even complete transactions all within a single app. This eliminates the need to navigate through multiple web pages or apps, making the shopping journey more convenient and efficient. Furthermore, many messaging apps now support integrated payment systems, allowing for secure and instant transactions without leaving the app. This seamless integration of browsing, consultation, and purchase phases significantly enhances the shopping experience for consumers.

Enhanced customer support

Messaging apps also revolutionise customer support by providing immediate and accessible assistance. Traditional customer service channels often involve long wait times and can be limited by business hours. In contrast, messaging apps offer a platform for real-time communication, enabling businesses to address customer enquiries, resolve issues, and provide assistance promptly at any time of the day. This level of responsiveness not only improves the shopping experience but also builds trust and loyalty among consumers.

Leveraging AI assistants for efficiency and enhanced customer experience

The rise of AI has introduced AI assistants into the messaging app ecosystem, further transforming the shopping journey. AI assistants can handle a multitude of tasks, from answering frequently asked questions to processing orders and tracking shipments. They provide instant responses, ensuring that customers receive the information and assistance they need without delay. For businesses, AI assistants represent an efficient and cost-effective solution for managing customer interactions, allowing human agents to focus on more complex enquiries and providing a better overall service.

The future of shopping

As messaging apps continue to evolve, they are set to play an even more significant role in the shopping journey. With advancements in AI and machine learning, we can expect these platforms to offer even more personalised and interactive shopping experiences. In addition, the integration of augmented reality could enable customers to virtually try on clothes or preview products in their home before making a purchase, directly through the messaging app.

Messaging apps are undoubtedly becoming an integral part of the shopping journey, transforming how consumers interact with brands and make purchases. By offering a blend of personalisation, convenience and efficiency, these platforms are not only enhancing the shopping experience but also setting new standards for customer engagement and service. As technology continues to advance, the potential for messaging apps in retail seems limitless, promising an exciting future for consumers and businesses alike. As consumers increasingly seek convenience, personalisation and immediate communication, messaging apps stand out as the ideal platforms to meet these demands. For businesses, embracing this trend is no longer optional but a necessity to stay competitive and relevant.






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