Gamechanger 3: Search, chat and guide become one
Do you want to be relevant in 2030? That requires action today. In this series, you will discover seven gamechangers that define the success of your webshop. Gamechanger 3 shows how search, chat and guided selling merge into one powerful interface. Customers no longer expect a simple search bar, but a conversation partner that understands their intent and provides the right advice instantly.
Where we are today
Search, chatbots and guided selling are familiar elements of the webshop experience. Many webshops offer both a standard search bar and a chatbot, but these tools operate separately. The search function is usually nothing more than a basic filter on the typed word. And the chatbot often remains limited to standard questions or static answers.
The arrival of AI is changing customer behaviour. They search differently. They think differently. And they expect more.
73% of online shoppers believe that AI improves the shopping experience
Where we are heading
This calls for a new approach. The classic search term gives way to an intelligent conversation. Search, conversational shopping with a chatbot and guided selling will merge into one smart interaction model. Tomorrow’s user will ask questions such as: “Which business coat is suitable for rainy weather” instead of simply typing “raincoat.” The frontend will recognise intent and guide the customer further. Just like a skilled store assistant: listening, asking follow-up questions, advising. The search bar will change visually to enable this conversation. It will no longer be a feature, but the standard interaction method.
The classic search term gives way to an intelligent conversation
What you need to do now
Start experimenting with AI-driven solutions today. Do not wait for the perfect system. Begin with a defined domain. Test, learn and improve. By integrating search, chatbot and guided selling flows intelligently, you will build the interface of tomorrow. Prepare for the changing behaviour of new generations. They do not search, they type or speak. And they expect you to guide them in a split second.