Online shopping doesn’t follow a single path. Instead, there’s an abundance of ways to make an online purchase — apps, email, social media. These multiple options can be disorienting to customers if there isn’t one clear route for reaching businesses.

Enter “conversational commerce,” or businesses and buyers connecting through messaging apps. Companies today can use chatbots to instantly communicate with customers and resolve their issues on multiple platforms, such as Facebook or their online store. These round-the-clock bots use AI to infer customers’ preferences and create a valuable, individualized shopping experience.





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