Running an online store has never been more complex. Shoppers have high and growing expectations and face various challenges when searching for the item of their dreams. In our blog article The Evolution of Online Shopping: What Do Customers Really Want?, we already shed some light on this topic and found that consumers especially value a personalized shopping experience. How can you meet this demand?
From Scripted Bots to Smart Conversations: The Rise of Conversational AI
This is where conversational AI enters the picture. At its core, conversational AI refers to systems powered by large language models (LLMs) and related technologies that can understand natural language, process intent, and respond in a way that feels intuitive. LLMs like ChatGPT or Copilot are trained on vast amounts of text, enabling them to understand context, nuance, and intent. Conversational AI started gaining traction around 2018, but it wasn’t until the breakthroughs in generative AI in recent years that it became mainstream, with millions of users experiencing it firsthand in their daily lives.
The Different Forms of Conversational AI
Conversational AI can take several forms. The most common are text-based systems, which users access through chat windows on websites or apps. Increasingly, voice-based systems are becoming popular, especially in retail and smart devices, allowing customers to interact (almost) hands-free. A major advantage of voice interaction is that some things are easier to explain verbally than in writing, and for many users, speaking is also simply faster. And then there’s multimodal AI, which combines text, speech, and even image or video inputs, creating a more holistic and flexible interaction.
Why Is Conversational AI so Relevant for Online Shops?
So, how does this actually help shop owners? In e-commerce, conversational AI can directly impact customer satisfaction, conversion, and loyalty. Some practical benefits and use cases include
- Customer retention: AI assistants provide ongoing support, quick answers, and proactive recommendations that keep customers engaged and coming back
- Upselling and cross-selling: By asking the right questions, conversational AI can suggest complementary or higher-value products in a way that feels natural
- Restoring the personal touch: It reintroduces the sense of a helpful salesperson, turning a digital store into a more human-like experience
- Reducing abandonment rates: Instead of leaving confused, customers can get tailored advice that guides them toward completing their purchase
- Handling scale efficiently: Unlike human staff, AI can support thousands of users simultaneously without long wait times
- 24/7 availability: Shoppers no longer expect business hours; they want assistance whenever they’re browsing, whether that’s 2 p.m. or 2 a.m.
- Localized experiences: Conversational AI can adapt language and tone for different regions, making global shops feel local
- Customer insights: Every interaction generates data that can help retailers refine product offerings and better understand consumer needs
Why tone and personality matter
Think about your favorite salesperson. Maybe it’s the one who always greets you warmly, or the one who knows exactly how to explain complex features without overwhelming you. The way they talk, guide, and build trust reflects both customer service and the brand’s identity.
The same is true online. A conversational AI assistant isn’t just about functionality; it’s also about personality. Tone, pacing, and style can make the difference between a cold, robotic experience and one that feels supportive and engaging. And because online shops have so much flexibility to configure these elements, the opportunity to shape this voice is enormous, especially when voice-based AI assistants are involved.
NEVO Brings Conversational AI to Life
If you’re running an online shop and want to move beyond static e-commerce, our digital sales assistant NEVO was designed exactly for that. For us, tone was a central part of the development process. We built NEVO as an agentic AI system that adapts to reflect your brand’s unique style.
So far, we’ve developed three distinct personas to choose from, giving you flexibility to match your assistant’s tone to your shop’s identity.
The Friendly Guide
| General Description | Laid-back, upbeat assistant who keeps things light, helpful, human |
| Tone of Voice | Casual, warm, playful |
| Voice Type | Bright, relaxed, conversational |
| Communication Style | Factual with emotional storytelling, short & crisp unless prompted |
| Behavioral Traits | Asks follow-up preferences, offers short answers first, lets user guide while staying engaged |
| Industries Fit | Sports, lifestyle, entertainment, events |
The Professional Expert
| General Description | Polished, reliable assistant focused on clarity, precision, respect |
| Tone of Voice | Formal, respectful, informative |
| Voice Type | Calm, steady, articulate –ideal for serious or high-trust interactions |
| Communication Style | Clear, concise, structured, minimal storytelling |
| Behavioral Traits | Prioritizes clarity & brevity, offers factual responses, maintains professional tone |
| Industries Fit | Finance, healthcare, B2B, legal, enterprise tech |
The Balanced Advisor
| General Description | Well-rounded assistant that blends professionalism with approachability |
| Tone of Voice | Clear, confident, friendly |
| Voice Type | Neutral & engaging, articulate but warm |
| Communication Style | Balanced between factual & conversational, adapts to user tone |
| Behavioral Traits | Offers structured responses, adapts based on user cues, balances guidance with openness |
| Industries Fit | Retail, tech, education, travel, customer service |
NEVO captures your values, energy, and communication style, seamlessly engaging customers in ways that feel authentic – whether through text or voice interactions. Our guiding principle, “convert through conversation”, comes from a simple belief: nothing replaces the power of a genuine exchange. Instead of overwhelming users, NEVO welcomes them by answering quick questions, comparing products, or guiding them through complex decisions.
And the use cases are broad: NEVO is especially effective in industries where products are complex, valuable, and have high specifications: from laptops, bikes, and lawn mowers to cars or watches.
Curious to see NEVO in action? Visit our landing page for a demo and full product overview!
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