Conversational Commerce

Despite those challenges, companies are deploying conversational commerce systems rapidly. Spending on conversational commerce technology will grow from $8.80 billion in 2025 to $32.67 billion in 2035, a 14.8% CAGR, according to market research firm Future Research Insights.

Education services company EAB used conversational AI to manage thousands of daily website visitors, achieving a 95% answer accuracy rate and scaling to more than 2,000 distinct queries. Amtrak’s “Julie” chatbot helped customers find train routes, boosting bookings by 25% and user engagement by 50%. B2B software provider RapidMiner reported that the chatbot it deployed from vendor Drift could handle two-thirds of inquiries, allowing the company to qualify leaders faster and direct the most promising prospects directly to salespeople.

Conversational systems also reduce support costs. IBM and Salesforce report that AI chatbots can lower customer service expenses by 30%, freeing teams to focus on higher-value work. A telecom company integrating Salesforce’s Einstein GPT into its Service Cloud increased customer retention by 30%, cut response times by 36%, and improved first-call resolution by 25%.