Post by Valtech

Conversational AI is reshaping how customers clarify needs, build confidence and move toward decisions. Our global study on conversational commerce defines what this means for brands: 1. Customers are using AI early to explore options and build preferences. If brands are absent, preference is formed before brand interaction even begins. 2. Trust is decisive. Payment security, transparency and seamless handover to human support determine whether conversational interactions turn into purchases. 3. Customers are already imagining AI-led interaction as the norm, while many organizations are still experimenting at the edges. AI-led conversations only work when the organization behind them can connect data, context and human judgment without friction. That’s the core challenge the Intelligent Enterprise has to address.