The next generation of AI chatbots is personal. How to get it done and how it will affect the behaviour of your customers

Chatbots are no longer experimental add-ons - for commerce teams, they should serve as a core part of your digital sales experience.

Recent industry reports show that nearly 70% of consumers have interacted with a chatbot in the past year, and adoption continues to accelerate across e-commerce, finance, travel, and subscription businesses. But the real change isn’t volume - it’s behaviour.
What started as simple FAQ automation is now evolving into something far more strategic: bots are increasingly acting as shopping assistants, not just support tools.

The shift is driven by two forces:

• Customers’ behaviour is molded by the increased use of conversational experiences from LLMs such as OpenAI, Claude, Gemini, etc.
  
• Brands have access to real-time behavioural data and AI-driven personalisation
  

The winners will be those who connect the dots from raw intelligence to how intelligently it’s wired together.