Shoppers just say it — AI buys it
PLUS: “Talk me through dinner” — The Conversational Commerce Template
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📅 November 3, 2025 | ⏱️ 3-min read
🎯 The big picture
AI is moving from the call center to the checkout. For CX leaders, that means designing for intent, not clicks.
📊 Today’s lineup
• Walmart turns ChatGPT into a checkout lane → conversational commerce gets real
• Snap a pic, find the fit → visual search hits retail
• Retailers optimize for AI agents, not humans → new CX playbook needed
• AI now drives more shopping choices than websites → brand visibility at stake
• Consumers want AI transparency — brands lag behind → trust gap widens
1️⃣ Walmart + ChatGPT: Talk, don’t shop
What’s happening:
• Walmart teamed up with OpenAI to let customers say what they need (“plan taco night”) and instantly check out via ChatGPT.
• It’s part of Walmart’s “agentic commerce” push — AI that predicts, acts, and completes orders.
• Launch covers Sam’s Club and core groceries, expanding later this year.
→ Reuters
Why it matters:
This flips e-commerce on its head — from search to conversation. CX teams must rethink journeys built around clicks.
What’s next:
Map conversational pathways and define accountability for AI-driven recommendations.
2️⃣ “See it, buy it” goes mainstream
What’s happening:
• BorderX Lab’s BeyondStyle now lets shoppers upload a photo to find matching items from 10K+ brands.
• Adds live price comparisons and direct checkout links.
• Early data: 40% faster product discovery vs. text search.
→ Barchart
Why it matters:
Inspiration now is the funnel. Visual discovery replaces endless category browsing.
What’s next:
Make your catalog AI-vision ready — structured images, clean metadata, and consistent labeling.
3️⃣ Retailers enter the AI feedback loop
What’s happening:
• Generative AIs now read retailer pages to craft shopping recs — meaning you’re designing for bots too.
• Brands must optimize listings so AI assistants interpret products correctly.
• CX Dive calls this “AI SEO for shopping.”
→ Customer Experience Dive
Why it matters:
Your content shapes what AI shows your customers. Bad data = bad experiences.
What’s next:
Audit listings and track traffic from AI assistants, not just Google.
4️⃣ AI now tops friends for shopping advice
What’s happening:
• A new IAB / Talk Shoppe study found AI is the No. 2 shopping influence — ahead of friends and retailers.
• 78% of shoppers visit a store after using AI tools.
• One in three click to buy directly from AI results.
→ TV Technology
Why it matters:
AI shapes intent before customers reach your site. If you’re invisible there, you lose.
What’s next:
Treat AI channels as acquisition engines, not novelties. Measure attribution accordingly.
5️⃣ Trust gap: Customers want AI honesty
What’s happening:
• Talkdesk found 84% of shoppers want brands to disclose AI use — but only 51% plan to.
• Transparency is now a top driver of brand trust.
→ NoJitter
Why it matters:
Hidden AI erodes confidence. Being upfront builds credibility — and differentiation.
What’s next:
Audit every AI touchpoint for disclosure clarity. Train agents to explain AI hand-offs.
⚡ Quick hits
• Adobe launches Firefly Foundry — brand-trainable generative models → faster, on-brand creative. → Adobe Newsroom
• Microsoft says Copilot use up 300% QoQ → AI workflows reshaping employee and customer experience. → CX Today
• Retail execs: 93% say CX “still broken” despite AI hype → execution gap remains. → PR Newswire
💡 CX Prompt Tip of the Day
“Talk me through dinner” — The Conversational Commerce Template
You are a conversational shopping assistant for [Brand Name].
Goal: reduce friction and help customers complete purchases using natural language.
Context:
- Brand: [insert brand name]
- Category: [e.g., grocery, apparel, travel, tech, cosmetics]
- Tone: friendly, efficient, confident
- Channel: [chatbot / voice assistant / mobile app]
Prompt flow:
1️⃣ Greet casually (“Hey! Planning something special tonight?”)
2️⃣ Ask 2–3 clarifying questions
• “How many people are you cooking for?”
• “Any dietary preferences or allergies?”
3️⃣ Generate 3–5 personalized items with price and benefit
4️⃣ Summarize bundle → offer 1-tap checkout
• “Here’s your taco-night kit — ready to check out?”
5️⃣ Add a micro-moment
• “Want a dessert or drink pairing?”
Metrics to track:
- Avg. messages before checkout
- Completion rate vs. standard cart
- Time to purchase
- Post-chat sentiment
Pro tip:
Analyze **drop-off messages** — refine prompts and training data to close intent gaps.
Quick win: Plug in your brand data, run a live test, and measure checkout conversion vs. traditional UX.
🤔 CX reflection
How much of your customer journey still depends on clicks instead of conversation?
👋 See you tomorrow!
Mark
💡 P.S. Grab the FREE 32 Power Prompts That Will Change Your CX Strategy – Forever → Get prompts