Michael Lee

Strategic Editor

Hold up — say that again?

Your analytics can tell you all about conversion rates and bounce rates, where people are clicking, and more.

But even then, you can’t fully explain why a ready-to-buy shopper looked at your product page and then left without buying.

That’s because analytics tell you what happened — not why.

Your customers are speaking up — are you listening?

This is where conversational shopping makes all the difference.

93% of shoppers consider conversational capabilities important because what they’re looking for isn’t always easy to explain in specific keywords or phrases. The websites that can understand the nuances of customers’ preferences (and deliver) are the ones they’ll bring their business to.

But perhaps even more importantly, retailers and brands have realized how these conversations are the key to bridging discovery and conversion.

Every conversation your customers have with your brand is another vital piece of data to understand why they bounced, abandoned a cart, or made a purchase.

For example, a large retail customer wondered why conversion rates on hiking boots were so low. Turns out, people kept asking about the weight of the boots.

That conversational insight led to the brand adding that previously missing product detail on its PDPs, leading to a sizeable bump in conversions and RPV.

This once-hidden channel into customer behavior is a game-changer for online shopping. Instead of trying to guess where customers hit friction points in their journey, you can now proactively act on these issues.

The search bar isn’t the only way to gain insights

Friction with the search experience isn’t new — the disconnect has always been there. It’s just that there weren’t many options to address it before.

But now? If you don’t offer conversational shopping experiences that understand shopper intent and give you actionable insights, well, let’s just say the only thing you’ll soon hear is your customers’ footsteps as they run to the competition.

Ready to hear the voice of your customer?

The next era of conversational shopping is officially here. ✨

What started as an AI shopping assistant is now a full conversational commerce ecosystem, powered by an agentic engine, real-time shopper intelligence, and seamless handoffs across the customer journey.

Our launch introduces three major upgrades to Loomi conversational agent:

🧠 An Improved Engine — A search-governed, agentic engine that reasons using shopper intent while staying grounded in your catalog, content, and merchandising rules. This means smarter answers with no hallucinations.

📊 Conversational Insights — Every shopper conversation becomes actionable intelligence. Brands can uncover top topics, sentiment trends, missing content, and even ask natural-language questions across transcripts to understand where shoppers engage or drop off.

🔄 Conversational Ecosystem — Conversations now move fluidly between AI, reviews, service, and checkout, preserving full context to create a seamless path from discovery to purchase.

AI conversations are going from just answering questions to learning, optimizing, and driving conversion across the entire customer journey.

Alright, I hear another episode of Parlor Room calling my name! Make sure you don’t get left out of the conversation — we’ll continue ours in next week’s issue of The Edge. Until then!