Conversational AI for Retail Shopper Interactions

Ana Burica, Director of Business Growth and Strategy, Infobip

Ana Burica explains how conversational AI is changing shopper interactions in retail. The session covers real-time personalization, AI-driven communication, customer journey support, and the conditions that make conversational experiences useful for shoppers.

Video summary

Ana Burica explains that conversational AI can strengthen Retail Media because it is real-time, two-way, contextual, personalized, and scalable. She argues that impressions alone do not guarantee engagement or conversion, and that plain ads can feel passive without interaction. The session positions conversational AI as a bridge between personalization and purchase, helping brands and retailers build ongoing relationships, offer advice, improve customer satisfaction, and create better shopping experiences based on data and individual preferences.

Key takeaways

Conversational AI adds real-time, two-way engagement to Retail Media interactions. Personalization becomes more useful when it turns into advice, dialogue, and relationship-building. There is a gap between seeing an ad and converting, and conversational AI can help fill it. AI assistants can improve customer experience, satisfaction, and sales by using relevant shopper data.

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