7 Real-World Conversational Commerce Use Cases

What if shopping could happen entirely within a chat?

Brands are showcasing AI-powered conversational commerce examples that merge AI, messaging, and shopping into one effortless flow. 

It is no longer just about customer queries, it is about creating smart, guided, and personalized buying journeys. 

As we look at conversational commerce adoption trends for 2025 and beyond, it’s clear that brands are merging shopping with conversations in more innovative ways. 

Now, let’s look at conversational commerce use cases that support business growth and customer engagement.

What Are the Use Cases of Conversational Commerce?

The use cases of conversational commerce extend beyond just answering questions.  

Research states that 83% of consumers say they'd browse or buy products via messaging conversations as they simplify the buyer journey, reduce friction, and add personalization at every stage of the shopping process. 

Let us explore some of the most impactful conversational commerce applications.

1. For Product Discovery & Guidance 

Customers often struggle with complicated product searches and can’t find what they need quickly. Endless filters, vague keywords, or too many product options led to frustration. 

Conversational AI tools simplify this by guiding users with tailored suggestions based on customer preferences, search history, or even lifestyle needs. 

Here, conversational AI agent use cases include helping shoppers explore collections, product comparison, or narrow down choices with personalized eCommerce filters. These examples of conversational AI chatbots improve engagement and reduce bounce rates. 

That’s why solutions for customer queries need to go beyond basic search and truly personalize discovery. Experro makes product discovery effortless with its AI-powered search and personalized content delivery. 

2. To Reduce Cart Recovery & Give Reminders 

Cart abandonment remains one of the major eCommerce challenges. Through conversational AI business applications, brands can send timely reminders, offer discounts, or even answer doubts at odd hours via chat. 

This is among the most common use cases for conversational AI, ensuring customers feel assisted instead of interrupted. Personalized nudges act as soft pushes to drive conversions. 

To make these nudges more effective, businesses need a system that adapts in real time. With Experro’s real-time personalization, retailers can put abandoned cart recovery on autopilot and drive higher sales. 

3. Order Tracking & Post-Purchase Support 

Post-purchase anxiety is real, as customers want updates on their orders and quick answers to concerns. Here, conversational AI customer support comes into play. 

Brands can use conversational AI chatbots to provide real-time order tracking, delivery notifications, and easy returns management. This not only reduces support workload but also enhances loyalty through proactive communication. 

The key is having a platform that can unify updates and support in one seamless flow. Experro strengthens this by making order updates and customer support seamless through its unified agentic experience platform. 

4. To Promote Upselling & Cross-Selling 

Smart recommendations during checkout or chat can improve order value. Brands can upsell and cross-sell with conversational AI by suggesting complementary products or premium alternatives. 

These conversational AI applications help customers feel guided, not sold to, by offering value-driven recommendations. This use of conversational commerce can significantly improve average order value. 

That’s where merchant intelligence and personalization make the biggest impact. Experro takes this further with personalized recommendations and merchandising tools that maximize upsell opportunities. 

5. For Organizing Events & Seasonal Promotions 

Brands can run campaigns, contests, and exclusive offers directly through chat channels. Conversational AI agents use cases here include inviting customers to seasonal sales, early-bird discounts, or virtual events. 

These conversational AI examples keep audiences engaged and informed about brand promotions. It is also a great way to drive anticipation during festive seasons. 

To execute this effectively, businesses need promotional messaging with the help of a  Gen AI personalization platform. Experro helps businesses achieve this by powering AI-driven targeting.

6. To Simplify Instant Payments & Checkout in Chat 

The conversational AI agent also facilitates instant payments, making the checkout process frictionless. 

With integrated payment gateways, customers can confirm purchases without leaving the conversation. This kind of conversational AI-driven customer experience minimizes drop-offs and ensures transactions happen in seconds. 

Delivering this convenience requires a system that connects chat with secure payment workflows. Experro supports brands here by enabling smooth, integrated checkout experiences right inside the conversation.

7. To Gather Customer Feedback & Survey

Collecting feedback often feels like a burden for retailers. But conversational commerce show that chat-based surveys are more engaging and quicker. 

These conversational commerce case studies highlight how brands use conversational flows to understand customer sentiment and improve offerings. It is among the most effective use cases of conversational AI for continuous improvement. 

This becomes more powerful when feedback is embedded directly into the customer journey. Experro makes this simple by embedding smart, conversational surveys directly into the customer journey orchestration. 

Now that we have learned about the use cases of conversational AI agents, let’s dive deeper and check out the examples of it in the next section.

What Are the Examples of Conversational Commerce?

Conversational commerce examples from leading brands make it clear: conversational commerce is no longer experimental. It’s a proven way to improve customer experience, simplify buying, and strengthen loyalty. 

Let’s look at some well-known conversational commerce use cases that show how conversations are shaping modern shopping.

1. Sephora’s Personalized Beauty Advice

Sephora’s chatbot is a classic conversational AI agent example that guides customers with tailored beauty tips, tutorials, and product suggestions. It even supports appointment booking. 

This blends assistance with subtle promotion, creating a more natural shopping journey. What makes it stand out is how seamlessly it fits into the customer’s decision-making process. 

Instead of searching endlessly, shoppers get quick, trusted recommendations that feel personal.

2. Domino’s “AnyWare” Ordering

Domino’s conversational AI agent example is another one on the list. It allows customers to order pizza via voice assistants, text, and even Twitter. By making ordering as simple as a quick message, Domino’s reduces friction and makes convenience its competitive edge. 

It shows how conversational commerce can remove unnecessary steps and meet customers where they already are on chat apps, social media, and voice-enabled devices. This strategy sets a high bar for ease of purchase in food retail.

3. L’Oréal’s “Beauty Gifter”

L’Oréal launched a conversational chatbot that helps users pick the perfect beauty gift. By guiding decisions during gifting seasons, it not only eases shopping but also drives seasonal sales growth.  

This conversational AI example highlights how conversational tools can influence impulse purchases and gifting behavior. 

It transforms a stressful decision into a delightful experience, ensuring customers come back for repeat interactions.

4. Starbucks “Deep Brew”

Starbucks uses its AI engine, Deep Brew, to personalize drink recommendations, manage orders, and connect with its loyalty program.  

This shows how AI-driven conversations can scale personalization and deepen customer relationships. The real value lies in how it ties everyday orders to customer loyalty.  

By making personalization part of routine interactions, Starbucks builds habits that keep customers engaged long-term.