How AI shopping assistants are reshaping retail

Consumers don’t browse the same way they used to. With mobile now accounting for 73% of global e-commerce sales, the buyer journey has shifted from linear to conversational. Shoppers expect more than product filters; they want fast, personalized support that mirrors chatting with an in-store associate. That’s where AI shopping assistants come in.

These assistants are embedded within websites, apps, or messaging channels and guide buyers through decisions using real-time data and natural language. They’re not just a gimmick—brands that deploy AI shopping assistants are seeing a 5-15% increase in revenue from personalization alone. Additionally, 17% of shoppers have made purchases through these tools in 2025, nearly double last year’s number.

In this post, we’ll explore how AI shopping assistants work, why they’re quickly becoming essential for modern e-commerce, and how businesses can deploy them with multimodal AI to deliver faster and smarter buying experiences.

What is an AI shopping assistant?

An AI shopping assistant is an intelligent agent that interacts with shoppers via voice, chat, or SMS to answer product questions, recommend items, and guide purchasing decisions. Unlike static filters or FAQ pages, these assistants can understand intent, personalize responses, and adapt in real time, making shopping feel more like a conversation than a search task.

There are various types of AI assistants available in the retail and e-commerce industry:

• In-app assistants, which help users navigate product discovery, inventory availability, and checkout in real time.
• SMS-based agents, which re-engage customers post-visit with reminders, personalized offers, and support.
• Voice-enabled support, which acts as a virtual shopping concierge for sizing, usage advice, and product guidance.

Why more retailers are turning to AI assistants

Shoppers desire instant help, and brands need scalable support. AI assistants check both boxes while improving key metrics across the funnel.

Increased revenue through personalization

AI shopping assistants help customers find the right product faster with tailored recommendations based on context like past purchases, location, or browsing behavior. This level of personalization drives significant revenue results. Brands are seeing a 5-15% lift in revenue from more relevant, streamlined buying journeys. By reducing friction and increasing relevance, these assistants guide more users from consideration to checkout.

AI assistants also create opportunities to upsell and cross-sell without overwhelming the shopper. Instead of listing more options, they surface complementary products at the right time. For example, if a customer is looking at a pair of running shoes, the assistant can recommend socks or a fitness tracker with past behavior or preferences in mind. This kind of contextual merchandising increases average order value while reducing decision fatigue and drop-off.

Lower cart abandonment

Cart abandonment remains one of the biggest revenue drains in e-commerce, with rates hovering near 70%. Many shoppers leave because of unresolved questions, checkout complexity, or lack of information. AI shopping assistants address these issues by keeping users engaged through the full purchase flow. They can remind customers of items in their cart, offer real-time answers about shopping or return policies, and even auto-apply discounts when appropriate.

Post-visit, assistants can follow up via SMS or voice to nudge shoppers back to their cart without the need for human intervention. These contextual re-engagements feel more like helpful service than a marketing blast, improving conversion rates while respecting the shopper’s experience.

Scalable, 24/7 support

Retailers often struggle to balance customer expectations with staffing constraints, especially during peak traffic periods or after hours. AI assistants solve this by providing always-on support without scaling headcount. They can handle thousands of interactions simultaneously without performance drops, making them ideal for product discovery, order tracking, or return assistance.

By offloading routine inquiries, AI assistants free up human agents to focus on more complex customer needs, improving both speed and quality of service. These AI agents are consistent, and they help maintain brand standards across every interaction no matter the day or time.

Key features to look for in an AI shopping assistant

Deploying an AI assistant isn’t just about adding a chatbot to your website. The most effective shopping assistants drive conversions through real-time, intelligent interactions. As you evaluate providers, prioritize solutions that include:

• Real-time context and memory: Assistants that can retain information during a session—like product preferences, order history, or issues encountered—offer more coherent and helpful guidance.
• Multimodal communication: Shoppers interact across channels, and your assistant should meet them wherever they are. Support for both voice and text enables continuity across mobile apps, messaging platforms, and smart devices.
• Integration with your e-commerce stack: To make accurate product recommendations and handle order status inquiries, your AI assistant must connect with your inventory, CRM, and order management systems. This ensures every interaction is based on live, accurate data.

Powering AI shopping assistants with Telnyx

AI shopping assistants need more than a clever interface; they require low-latency infrastructure, real-time communication, and reliable global reach, especially when embedded into mobile shopping journeys.

Telnyx provides everything needed to build and deploy high-performing AI shopping assistants that drive results across the buyer journey. With real-time, multimodal support for both voice and SMS, your assistant can guide customers through product discovery, offer upsells during checkout, and re-engage abandoned carts—all from the shopper’s preferred channel.

Built on a private, carrier-grade network, Telnyx ensures ultra-low latency and crystal-clear voice quality, both of which are essential for mobile-first and voice-driven shopping. Because Telnyx owns the full stack, there are no third-party delays. Calls and messages route natively, reducing latency and providing a more reliable shopping experience.

Build AI-powered shopping journeys with Telnyx

Most e-commerce journeys still rely on outdated tools that frustrate buyers and miss revenue opportunities. AI shopping assistants change that by turning static storefronts into dynamic, conversational experiences that convert.

Success hinges on more than just adding AI. It takes real-time, cross-channel communication, deep personalization, and infrastructure that performs well under pressure. Telnyx delivers all of this through its full-stack platform, giving you control over every interaction, from discovery to checkout to re-engagement.