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AI Chatbot for Ecommerce: The Must-Have Tool for Modern Retail

Published in Jun 06, 2024

11 min read

AI Chatbot for Ecommerce

If you're not using AI chatbots, you're missing out on a huge opportunity to improve your online store. These smart assistants can handle customer questions, recommend products, and even boost your sales around the clock. So, why stick with outdated methods?

In this article, we'll break down how AI chatbots can transform your business. You'll see how they can offer 24/7 customer service, give personalized shopping advice, and help you make more money.

Ready to see what AI chatbots can do for your ecommerce store? Let's get started!

What is an AI Chatbot for Ecommerce?

An AI chatbot uses artificial intelligence to communicate with customers conversationally. These chatbots are designed for ecommerce to assist customers as they shop online.

Chatbots act as virtual assistants, guiding users through shopping and recommending products based on what customers like.

How AI Chatbots for Ecommerce Work

AI chatbots in ecommerce analyze user input to generate appropriate responses. When customers visit an online store with questions or need help, they can type their queries into the chatbot.

It uses natural language processing (NLP) and machine learning to understand the customer's message. This means it can recognize the words and phrases in the question and determine the customer's intent.

Once the chatbot understands the query, it processes this information to find the best response. It can access a database of information, such as frequently asked questions and previous customer interactions, to provide a relevant answer.

For example, if a customer asks about the availability of a product, the chatbot can quickly check the inventory and respond with the current stock status. The chatbot then replies to the customer with the information they need. This interaction happens almost instantly, faster than traditional customer service methods.

If the question is more complex or beyond the chatbot's current knowledge, it can seamlessly transfer the conversation to a human agent who can provide further assistance.

Why are AI Chatbots Important in Ecommerce?

AI chatbots have become an essential part of ecommerce for several reasons:

Enhanced Customer Service

ecommerce chatbots offer customer support 24/7. Unlike human agents, these chatbots can manage multiple customer interactions at the same time without sacrificing service quality.

Increased Sales and Conversion Rates

ecommerce chatbots can significantly boost sales and conversion rates by providing personalized recommendations based on customer behavior and preferences. They can remind customers about abandoned carts and offer discounts and promotions to encourage purchases.

Improved Customer Engagement

ecommerce chatbots also remarkably reduce operational costs for ecommerce businesses. Automating routine tasks such as answering common questions, processing orders, and tracking shipments helps businesses save while improving customer engagement.

Cost Efficiency

Implementing ecommerce chatbots can lead to substantial cost savings for ecommerce businesses. By automating routine tasks and reducing the need for a customer service team, companies can allocate resources more efficiently and scale their operations without incurring significant additional costs.

Ecommerce Chatbot Use Cases

AI chatbots have a wide range of applications in ecommerce, making them a valuable asset for businesses. Here are some of the most common use cases:

Customer Support

Customers often have questions about products, order statuses, return policies, etc. ecommerce chatbots can provide quick and accurate answers to these questions 24/7. This quick assistance helps reduce frustration and improve customer satisfaction.

For example, if a customer wants to know if a product is available in a particular size or color, the chatbot can quickly check the inventory and provide an answer.

Sales and Marketing

AI chatbots play a crucial role in sales and marketing by engaging with customers throughout the customer journey. They offer personalized product recommendations based on browsing history and preferences.

They can also inform customers about ongoing promotions and discounts to encourage them to purchase. For instance, if a customer is browsing running shoes, the ecommerce chatbot might suggest related products like athletic socks or a fitness tracker, potentially increasing the order value.

Order Processing

They assist customers with placing orders, ensuring the process is smooth and straightforward. After the purchase, ecommerce chatbots provide real-time updates on order status and shipping information.

If a customer needs to return a product, the chatbot guides them through the return process, making it hassle-free.

Gathering Customer Feedback

Gathering customer feedback is also a valuable use case for ecommerce chatbots. They conduct surveys and ask for feedback after a purchase or interaction. This information helps businesses understand customers' likes and dislikes, allowing them to improve.

For example, if several customers mention having trouble finding a specific product category, the business can reorganize the website to make it more user-friendly.

Where Can Businesses Use Ecommerce Chatbots?

AI chatbots are incredibly versatile and can be used on multiple platforms to improve the customer experience in ecommerce. Here are some of the primary places where you can deploy these chatbots:


The most common place to use an ecommerce chatbot is on your website.The chatbot can assist customers with finding products, answering questions, and guiding them through the purchase process.

Mobile Apps

Many ecommerce businesses have mobile apps, and integrating an ecommerce chatbot into the app can make it even more user-friendly. Customers can get assistance with their shopping, track orders, and receive personalized recommendations directly within the app.

Social Media Platforms

Conversational commerce chatbots can also be deployed on social media platforms like Facebook and Instagram. These chatbots can engage with customers directly within the social media environment. They can also answer questions, provide product information, and even help with orders.

Messaging Apps

Messaging apps like WhatsApp, Messenger, and WeChat are becoming increasingly popular for customer interactions. Using ecommerce chatbots on these platforms helps businesses to provide quick and convenient customer support.

Customers can ask questions, get updates on their orders, and even make purchases directly through the chat.


Chatbot automation can also improve email communication. Chatbots can automate responses to common queries, send personalized product recommendations, follow up on abandoned carts, and provide updates on orders.

This automation helps ensure customers get timely responses and relevant information without human intervention.

Finding the Best Ecommerce Chatbot Platform for You

Choosing the right chatbots is crucial for the success of your ecommerce business. Here's a comparison of some of the best ecommerce chatbots, starting with, which stands out for its exceptional features and capabilities.

  1. is considered one of the best AI chatbot platforms for ecommerce due to its comprehensive feature set and ease of use. This ecommerce bot offers a wide range of functionalities, making it an excellent choice for businesses looking to improve their customer service and sales processes.


Key Features:

  • Advanced NLP: High accuracy in understanding and responding to queries
  • Personalization: Interactions tailored to customer behavior and preferences
  • Omnichannel Support: Integration across websites, mobile apps, social media, and messaging apps
  • Easy Integration: Seamless connection with CRM, inventory management, and payment gateways
  • Robust Analytics: Detailed tracking and reporting tools for data-driven decisions
  • Security: Strong encryption and compliance with data protection regulations

Here's a quick look at our pricing plans:

  • Free Plan: Perfect for beginners or businesses wanting to test our services with no strings attached.
  • Starter Plan: For $19/month, this plan is great for personal use and includes all essential features.
  • Standard Plan: At $89/month, this plan is ideal for small teams, offering more features and greater capacity.
  • Custom Plan: Tailored for larger businesses with unique needs. Contact us for a personalized solution that fits your requirements.
  1. Tars

Tars is known for its simplicity and ease of use. It allows businesses to create chatbots quickly without needing any coding skills.


  • User-friendly interface
  • Customizable templates
  • Real-time analytics
  • Affordable pricing plans


  • Limited advanced features compared to other platforms
  1. MobileMonkey

MobileMonkey is a powerful tool for businesses that use chatbots for marketing purposes. It offers extensive features for engaging with customers on various platforms.


  • Great for marketing and lead generation
  • Strong Facebook integration
  • Extensive automation features


  • Limited customization options
  1. Chatfuel

Chatfuel is a popular choice for businesses looking to create AI chatbots without needing technical skills. It offers a no-code platform that is easy to navigate.


  • Easy to set up and use
  • Powerful analytics
  • No-code platform


  • Limited advanced AI features
  1. ManyChat

ManyChat is another user-friendly ecommerce platform that excels in creating chatbots for various purposes, including sales, marketing, and customer support.


  • The visual interface makes it easy for beginners
  • Multi-channel support
  • Good for creating marketing campaigns
  • Supports multiple platforms


  • Higher cost for premium features

Best Practices for Using AI Chatbots in Ecommerce

Using AI chatbots in ecommerce can improve your customer experience. However, to get the most out of them, following some best practices is important.

Here are key strategies to ensure your chatbots are effective and beneficial:

Multi-Language Support

If you have a global customer base, offering multi-language support is essential. This allows customers to interact with the chatbot in their preferred language, making them feel more comfortable and understood. Catering to different languages will help you broaden your reach and improve customer satisfaction.

Omnichannel Presence

Your chatbot should be available across multiple platforms, such as your website, mobile app, social media, and messaging apps. An omnichannel presence ensures that customers can get help no matter where they interact with your brand.

Personalization Capabilities

Customers appreciate personalized interactions. Your chatbot should be able to offer recommendations and responses based on individual customer data and behavior.

For example, the chatbot can suggest new gadgets or related accessories if a customer frequently buys electronics. Personalization makes interactions more relevant and can drive higher sales.

Analytics and Reporting

Incorporate analytics and reporting tools to track your chatbot's performance. Analyzing these metrics can help you understand customer behavior, identify common issues, and measure the chatbot's effectiveness.

Secure Data Handling

It is critical to handle customer data securely. Ensure your ecommerce AI chatbot complies with data protection regulations and uses encryption to safeguard personal information. Building a secure chatbot helps maintain customer trust and protects your business from potential data breaches.

Ensuring Smooth Integration

For your ecommerce bot to function effectively, it must integrate smoothly with your existing systems, like inventory management, CRM, and payment gateways. Seamless integration ensures the chatbot can access and provide up-to-date information and offer real-time support.

Continuous Monitoring and Improvement

Monitor your chatbot's interactions regularly and gather feedback to identify areas for improvement. Chatbots can always get better, and by continuously refining their responses and capabilities, you ensure they remain helpful and relevant.

Training the Chatbot with Real Customer Data

Use real customer interactions to train your chatbot. This helps it understand the nuances of customer queries and provide more accurate responses. Real data training ensures the chatbot can handle various questions and scenarios effectively.

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FAQs About AI Chatbot for Ecommerce

What are the common challenges in deploying AI chatbots in ecommerce?

Some common challenges include ensuring the chatbot understands complex queries, integrating the chatbot with existing systems, maintaining data security, and managing the initial setup costs. However, these challenges can be managed with careful planning and the right chatbot platform.

How do AI chatbots handle seasonal spikes in customer service inquiries?

AI-powered customer support are well-suited to handle seasonal spikes in customer inquiries due to their ability to manage multiple interactions simultaneously. During peak shopping, such as holidays, chatbots can ensure customer support remains prompt and efficient. It prevents delays and improves the overall customer experience.

Are AI chatbots capable of multilingual support?

Yes, many AI chatbot platforms offer multilingual support, allowing you to communicate with customers in their preferred language. This feature is particularly useful for online retailers with a global customer base.

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