The conversation should follow the shopper’s journey and help them reach the next sensible step.
Before the purchase: make a choice easier
At discovery, shoppers need help narrowing options and understanding differences. Ask enough to identify their requirements, then point to relevant products with reasons. Use catalog facts and keep budget and availability in view.
At the decision: remove uncertainty
Near a purchase, questions often become specific: a size, a shipping destination, a return condition, or a product detail. Keep the answer concise and connect it to the authoritative page. If a condition changes the answer, make it visible.
After the purchase: provide continuity
For order support, identify the shopper using the required verification process and explain the available order information. Be clear about what is known, what is estimated, and when a person needs to investigate.
A shopper should be able to request human help at any point. The team should receive enough context to continue the conversation.
Bring the insights back to your store
Group questions by the point in the journey where they appear. Discovery questions may reveal catalog gaps; checkout questions may reveal policy confusion; post-purchase questions may reveal an operations issue. Assign each finding to the team that can fix its source.
Try the idea in your own store.
Explore the assistant and see how a useful conversation feels.
Experience Convi