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conversational commerce
In the future years, we’ll see AI-powered <anchor>conversational commerce</anchor> become a reality. Many online retail companies are already using chatbots to answer customer questions, and salespeople are using them to reach out to customers who might not have time to call or email. Due to the progress of AI creation, we’ll see more retailers using conversational commerce to build relationships with customers across every industry and make purchases more accessible than ever before.
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## Contents

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- [1Development](#Development)Toggle Development subsection  - [1.1WeChat in China](#WeChat_in_China)
  - [1.2Facebook Messenger](#Facebook_Messenger)
  - [1.3Apple Business Chat](#Apple_Business_Chat)
  - [1.4WhatsApp](#WhatsApp)
  - [1.5Podium](#Podium)
  - [1.6Telegram](#Telegram)
  - [1.7Alexa and Google Assistant](#Alexa_and_Google_Assistant)
  - [1.8Web chat](#Web_chat)
- [2References](#References)

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# Conversational commerce

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From Wikipedia, the free encyclopedia

E-commerce done via various means of conversation

**Conversational commerce** is [e-commerce](/wiki/E-commerce "E-commerce") done via various means of conversation ( [live support](/wiki/Live_support_software "Live support software") on e-commerce [Web sites](/wiki/Web_sites "Web sites"), online chat using [messaging apps](/wiki/Messaging_app "Messaging app"),[\[1\]](#cite_note-1) [chatbots](/wiki/Chatbots "Chatbots") on messaging apps or websites, [voice assistants](/wiki/Voice_assistants "Voice assistants")[\[2\]](#cite_note-2)) and using technology such as: [speech recognition](/wiki/Speech_recognition "Speech recognition"), [speaker recognition](/wiki/Speaker_recognition "Speaker recognition") (voice biometrics), [natural language processing](/wiki/Natural_language_processing "Natural language processing") and [artificial intelligence](/wiki/Artificial_intelligence "Artificial intelligence").[\[3\]](#cite_note-3)[\[4\]](#cite_note-4)

## Development

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=1 "Edit section: Development")\]

### WeChat in China

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=2 "Edit section: WeChat in China")\]

During this time, in China, e-commerce via [WeChat](/wiki/WeChat "WeChat") – at its core a messaging app, but also letting merchants display their goods in mobile Web pages and via social feeds – grew strongly. By 2013 e-commerce in China had overtaken that of the U.S.[\[5\]](#cite_note-5)

### Facebook Messenger

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=3 "Edit section: Facebook Messenger")\]

In 2016, Facebook announced its [Facebook Messenger](/wiki/Facebook_Messenger "Facebook Messenger") [chatbot](/wiki/Chatbot "Chatbot") platform, heralding the arrival of conversational commerce via the most widely used messaging app in the world outside China. More than 34,000 businesses had opened shop on Messenger by August 2017.[\[6\]](#cite_note-6)

Early cited examples of conversational commerce chatbots on Facebook Messenger include [1-800-FLOWERS](/wiki/1-800-FLOWERS "1-800-FLOWERS") with an [IBM Watson](/wiki/IBM_Watson "IBM Watson") [artificial intelligence](/wiki/Artificial_intelligence "Artificial intelligence")-powered chatbot/assistant,[\[7\]](#cite_note-7)[\[8\]](#cite_note-8) and Mexican airline [Aeroméxico](/wiki/Aerom%C3%A9xico "Aeroméxico"), whose chat platform running on [Yalochat](/wiki/Yalochat "Yalochat") lets customers search, book, track, or check in for flights; ask any question, using A.I. and [NLP](/wiki/Natural_language_processing "Natural language processing") to provide answers;[\[9\]](#cite_note-9)[\[10\]](#cite_note-10) or pull the chatbot into a group chat.

### Apple Business Chat

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=4 "Edit section: Apple Business Chat")\]

In June 2017, [Apple](/wiki/Apple_Inc. "Apple Inc.") announced its Apple Business Chat[\[11\]](#cite_note-11) product, allowing consumers and businesses to message each other via the [Messages](/wiki/Messages_(Apple) "Messages (Apple)") app.

### WhatsApp

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=5 "Edit section: WhatsApp")\]

In September 2017 [WhatsApp](/wiki/WhatsApp "WhatsApp") announced the pilot of its new Enterprise solution, the first time large companies would be able to attend to large groups of customers in an approved WhatsApp solution, after WhatsApp banned earlier unofficial solutions. Companies who piloted the solution included airlines [Aeromexico](/wiki/Aeromexico "Aeromexico"), [KLM](/wiki/KLM "KLM"),[\[12\]](#cite_note-whatsapp.com-12)[\[13\]](#cite_note-13)[\[14\]](#cite_note-14)[\[15\]](#cite_note-:0-15) Latin American [online travel agency](/wiki/Online_travel_agency "Online travel agency") Despegar[\[16\]](#cite_note-16) and online retailer [Linio](/wiki/Linio "Linio").[\[17\]](#cite_note-17)

Enterprise solutions for WhatsApp have been available since 2015 from a variety of third-party vendors, and though unofficial, they have been used by major companies and governments including the Governments of Colombia and Costa Rica.

### Podium

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=6 "Edit section: Podium")\]

In March 2020, [Podium](/wiki/Podium_(company) "Podium (company)") announced a contactless payment solution[\[18\]](#cite_note-18) allowing local businesses to accept payments through two-way [SMS](/wiki/SMS "SMS") text message conversations with customers. Outside of traditional instore card-present transactions, there existed only a few options for businesses to accept payments, most of which were not secure, [PCI compliant](/wiki/Payment_Card_Industry_Data_Security_Standard "Payment Card Industry Data Security Standard"), or convenient. Through Podium Payments, businesses can engage with customers and securely close sales all within the same convenient channel.[\[19\]](#cite_note-19)

### Telegram

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=7 "Edit section: Telegram")\]

In May 2017 [Telegram](/wiki/Telegram_(software) "Telegram (software)") supported basic payments in chats using bots and in April 2021, the payment 2.0 that supports payment in more than 200 countries via integration with 9 different payment providers.[\[20\]](#cite_note-20)

### Alexa and Google Assistant

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=8 "Edit section: Alexa and Google Assistant")\]

Both Amazon and Google are providing APIs to enable payment via voice chat using stored payment credentials in [Google Pay](/wiki/Google_Pay_(payment_method) "Google Pay (payment method)") or [Amazon Pay](/wiki/Amazon_Pay "Amazon Pay").[\[21\]](#cite_note-21)[\[22\]](#cite_note-22)

### Web chat

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=9 "Edit section: Web chat")\]

Although, they do not have any functionalities to facilitate actual transactions within the conversation, companies like [LiveChat Software](/wiki/LiveChat_Software "LiveChat Software"), [CM.com](https://www.cm.com/en-us/), and [LivePerson](/wiki/LivePerson "LivePerson") have powered live conversations between customers and live agents as far back as the 2000s,[\[23\]](#cite_note-23) before retail businesses used messaging apps to communicate with customers.

## References

\[ [edit](/w/index.php?title=Conversational_commerce&action=edit&section=10 "Edit section: References")\]

01. **[^](#cite_ref-1)**Taylor, Glenn (5 March 2018). ["Retail's Big Opportunity: 87% Of U.S. Consumers Grasp The Power Of Conversational Commerce - Retail TouchPoints"](https://www.retailtouchpoints.com/topics/omnichannel-cross-channel-strategies/retail-s-big-opportunity-87-of-u-s-consumers-grasp-the-power-of-conversational-commerce). _www.retailtouchpoints.com_.
02. **[^](#cite_ref-2)**["How to prepare your products and brand for conversational commerce"](https://venturebeat.com/2018/03/06/how-to-prepare-your-products-and-brand-for-conversational-commerce/). 6 March 2018.
03. **[^](#cite_ref-3)**Miller, Dan (2013-12-13). ["10 Trends to Watch: Conversational Commerce 2014 \|"](https://opusresearch.net/wordpress/2013/12/13/10-trends-to-watch-conversational-commerce-2014/). Retrieved 2019-08-01.
04. **[^](#cite_ref-4)**Messina, Chris (2016-01-19). ["Conversational commerce"](https://medium.com/chris-messina/conversational-commerce-92e0bccfc3ff). _Medium_. Retrieved 2019-08-01.
05. **[^](#cite_ref-5)**["How savvy, social shoppers are transforming Chinese e-commerce - McKinsey"](https://www.mckinsey.com/industries/retail/our-insights/how-savvy-social-shoppers-are-transforming-chinese-e-commerce). _www.mckinsey.com_.
06. **[^](#cite_ref-6)**Tiersky, Howard (1 August 2017). ["Success secrets for conversational commerce"](https://www.cio.com/article/3211490/success-secrets-for-conversational-commerce.html). _CIO_.
07. **[^](#cite_ref-7)**Caffyn, Grace (20 February 2017). ["What 1-800 Flowers has learned from its Watson-powered concierge"](https://digiday.com/uk/1-800-flowers-learned-watson-powered-concierge/).
08. **[^](#cite_ref-8)**["1-800-FLOWERS.COM CEO: A 'fifth wave' of retail is emerging"](https://finance.yahoo.com/news/1-800-flowers-com-ceo-explains-consumers-will-interact-brands-fifth-wave-retail-152522874.html). _finance.yahoo.com_.
09. **[^](#cite_ref-9)**["Aeromexico taps Yalochat.com and IV.AI to build first advanced AI Customer Service Chatbot"](https://web.archive.org/web/20170804214255/https://www.traveldailynews.com/post/aeromexico-taps-yalochatcom-and-ivai-to-build-first-advanced-ai-customer-service-chatbot). _Traveldailynews.com_. Archived from [the original](https://www.traveldailynews.com/post/aeromexico-taps-yalochatcom-and-ivai-to-build-first-advanced-ai-customer-service-chatbot) on 4 August 2017. Retrieved 4 August 2017.
10. **[^](#cite_ref-10)**["Aeroméxico comienza a utilizar Aerobot, el primer chatbot de una aerolínea en el continente"](http://www.prnewswire.com/news-releases/aeromexico-comienza-a-utilizar-aerobot-el-primer-chatbot-de-una-aerolinea-en-el-continente-605038016.html) \[Aeroméxico begins to use Aerobot, the first airline chatbot in the continent\]. _prnewswire.com_ (Press release) (in Spanish). Aeroméxico. Retrieved 5 January 2017.
11. **[^](#cite_ref-11)**["iOS - Business Chat"](https://www.apple.com/ios/business-chat/). _Apple_. Retrieved 2019-03-01.
12. **[^](#cite_ref-whatsapp.com_12-0)**["Building for People, and Now Businesses"](https://blog.whatsapp.com/10000633/Building-for-People-and-Now-Businesses). _WhatsApp.com_.
13. **[^](#cite_ref-13)**["AM Lab 7 on LinkedIn: "Yesterday, WhatsApp announced WhatsApp for…"](https://www.linkedin.com/feed/update/urn:li:activity:6311153917581418496).
14. **[^](#cite_ref-14)**López, Andrea (30 October 2017). ["Ahora, gracias a Yalo, podrás chatear con Aeroméxico vía Whatsapp"](https://tecreview.tec.mx/pronto-gracias-a-yalo-podras-chatear-aeromexico-via-whatsapp/).
15. **[^](#cite_ref-:0_15-0)**["Yalo, la tecnología mexicana que lleva Whatsapp a Aeroméxico"](https://expansion.mx/tecnologia/2017/10/30/yalo-la-tecnologia-mexicana-que-lleva-whatsapp-a-aeromexico). _Expansión_. 30 October 2017.
16. **[^](#cite_ref-16)**20Minutos (2 February 2018). ["Despegar comienza a brindar servicios por WhatsApp"](https://www.20minutos.com.mx/noticia/327572/0/despegar-comienza-a-brindar-servicios-por-whatsapp/). _20minutos.com.mx - Últimas Noticias_.`{{cite web}}`: CS1 maint: numeric names: authors list ( [link](/wiki/Category:CS1_maint:_numeric_names:_authors_list "Category:CS1 maint: numeric names: authors list"))
17. **[^](#cite_ref-17)**Maza, Paulina (26 January 2018). ["Linio primer retailer en implementar WhatsApp Enterprise"](https://blog.linio.com.mx/linio-primer-retailer-en-implementar-whatsapp-enterprise/). _Linio Blog MX_.
18. **[^](#cite_ref-18)**["Podium Expands Interaction Management Platform to Now Include Payments"](https://www.prnewswire.com/news-releases/podium-expands-interaction-management-platform-to-now-include-payments-301014185.html) (Press release).
19. **[^](#cite_ref-19)**["Payments Product Page 2021"](https://www.podium.com/payments/).
20. **[^](#cite_ref-20)**Hanna, M. ["Telegram Payment API"](https://core.telegram.org/bots/payments#). Retrieved 2021-05-26.
21. **[^](#cite_ref-21)**Hanna, M. ["Amazon Alexa Pay my gas"](https://www.amazon.com/b?ie=UTF8&node=20975392011). _Amazon_. Retrieved 2021-05-26.
22. **[^](#cite_ref-22)**Hanna, M. ["Google Assistant Payment"](https://support.google.com/googlenest/answer/7276665?hl=en). Retrieved 2021-05-26.
23. **[^](#cite_ref-23)**["LiveChat Founders Buy Out Investor Naspers, Regain 60% Stake"](https://techcrunch.com/2011/10/24/livechat-founders-buy-out-investor-naspers-regain-60-stake/). _TechCrunch_. [Archived](https://web.archive.org/web/20200728145452/https://techcrunch.com/2011/10/24/livechat-founders-buy-out-investor-naspers-regain-60-stake/) from the original on 2020-07-28. Retrieved 2019-08-01.

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