You notice your competitors building wonderful relationships with their customers. But even when you provide the best products to your customers, they don’t come back to you. Why? Because you are not providing your customers with what they want, you’re not resolving their queries or helping them throughout their buying process immediately.
Think of how you would feel if you had to wait for long hours only to finish a purchase. It's super frustrating. If you don’t want to offer a similar experience to your customers, your retail business needs interactive AI-integrated chatbots now.
Indeed, incorporating chatbots in your retail business is a new addition. But many of your competitors have already embraced this technology. In a 2024 research article from BINUS University, 80% of retail businesses have integrated or are planning to use AI chatbots all over the globe.
Further, in another study of 2025 conducted by Xiamen University Malaysia, researchers revealed that 41% of firms highly used AI chatbots to increase sales, leading to a 67% improvement in sales with chatbot assistance. Furthermore, 67% of online customers interacted with chatbots for customer support. Among this, 87.2% of the shoppers shared neutral or positive feedback.
Yes, the retail chatbots are so responsive and play a pivotal role in shaping a better relationship with your customers. In this blog, we will share with you how some popular retail chatbots help these retail businesses stay competitive in the market.
Glance Table of 12 Retail Chatbot Examples
Top 12 Retail Chatbot Examples
I was surprised when I used a popular retail chatbot for the first time. I was struggling with the payment gateway. That is when I asked the chatbot to guide me through the entire process. Instead of connecting me to a human agent or making me wait for long hours, the chatbot immediately sends the link to the payment with detailed steps.
To help you with the best retail chatbot examples and encourage you to implement chatbots soon, I’ve spoken to some of the retailers. And here is a list of the top 12 retail chatbot examples that show you how they are bridging the gap between customers and their brands.
1. GoFynd - Fify
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As a rising fashion retail business, GoFynd took a bold step by introducing Fify, a communicative AI chatbot. The products of GoFynd are primarily for young customers, Gen Z. The retail brand understands how Gen Z customers crave quick replies and answers. To cater to this and help customers navigate through the magnificent product volume, Fify functions like a perfect fashion assistant.
To help customers chat with Fify across multiple platforms, the chatbot is intricately available in the mobile app. Just like a personal stylist, Fify understands the new fashion trends and helps customers with perfect dress combinations to suit their style and preferences. This helps customers to make decisions earlier.
Features:
- The interactive chat feature of Fify promotes AI-powered conversational styling to provide curated fashion suggestions.
- Fify is an excellent support to customers, especially when it comes to helping them with the perfect fashion look creation.
- Being a part of the mobile app, Fify provides real-time insights to customers to explore relevant products without even leaving the chat.
Benefits:
- Personalized recommendations boost conversion rates.
- Stimulates human interaction and enhances customer engagement.
- Eliminates indecisiveness to reduce cart abandonment.
2. Sephora - Virtual Artist
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Sephora is one of those beauty brands that have embraced technology with the help of their Virtual Assistant chatbot. The primary purpose of this chatbot is to bridge the gap between customer product trials and beauty shopping. After the implementation of the chatbot, it has brought a complete transformation in how customers discover products and shop for them.
To offer an immersive solution to customers, the chatbot uses artificial intelligence and augmented reality in the form of a ‘try-on’ feature to let customers try products virtually and then purchase them. Besides, the chatbot can scan the facial features of the customers and recommend products based on their skin tone and type.
Features:
- The omnichannel strategy of the brand makes the chatbot available on the website, mobile app, and Facebook Messenger.
- The chatbot analyzes the skin tone of the customers, their preferences, and browsing history to recommend products.
- The chatbot functions as a personal stylist and helps them with step-by-step interactive video tutorials and guides for better engagement.
Benefits:
- Virtual trials help customers make certain decisions on buying products.
- Offers an interactive and educational experience for better retention.
- Realistic product recommendations and previews boost conversion rates.
3. Flipkart - Flippi
Being a reputed retail e-commerce platform, Flipkart has introduced a smart chatbot named Flippi only to offer a better customer experience. You’ll find the chatbot right on its website. The primary function of Flippi is to help the customer navigate through the vast product catalog. Besides, the chatbot also offers personalized product recommendations after analyzing browsing history and user behavior.
Further, the chatbot leverages NLP or natural language processing technology to figure out the queries of the customers and help them with accurate responses. Besides, the chatbot goes beyond product recommendations. It assists users with order processing, tracking, and addressing related customer queries.
Features:
- Flippi has a smart query resolution feature where the chatbot can handle multiple queries and even interpret vague and complex ones.
- The contextual memory of the chatbot remembers the conversational context with the user and provides more relevant responses.
- Whenever the chatbot faces any complex user query, Flippi escalates it to a human agent effortlessly. It shares all the previous messages with the human agent for relevant context.
Benefits:
- The chat-first approach boosts customer engagement.
- Helps discover products at ease without having to navigate through a vast product catalog.
- Enhances the perception of the brand and brings it closer to customers.
4. 1-800-Flowers - GWYN
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1-800-Flowers understood the sentiments that come along with gifting products. So, they have integrated GWYN (Gifts When You Need), an interactive chatbot developed in collaboration with Watson of IBM. Functioning as a virtual assistant, GWYN guides customers throughout their gifting process.
Right from understanding the purpose of purchasing the gift to recommending products that match customers’ preferences, GWYN is a perfect virtual assistant. Unlike helping customers with generic product catalogs, GWYN brings customers the ultimate curated product list only after understanding the emotional quotient and budget. This end-to-end chatbot experience helps customers with the checkout process.
Features:
- The AI-powered contextual conversations of the chatbot implement NLP to ask questions to the customers and record their inputs.
- The chatbot filters products based on the customers’ inputs, thereby streamlining the search process.
- Customers can complete purchases within the chats without having to navigate through multiple platforms.
Benefits:
- The chatbot provides a simplified process to discover gifts.
- It offers tailored product recommendations to improve customer satisfaction.
- Its chat-enabled checkout process leads to better customer retention and conversion.
5. Tommy Hilfiger - TMY.GRL
When it comes to looking for a perfect combination of classical fashion and contemporary culture, none can beat Tommy Hilfiger. To support its digital strategy, the brand has launched a chatbot, TMY.GRL to add a bold and interactive dimension to the brand. Not only does the chatbot help customers with perfect product recommendations, but it also offers a curated experience that aligns with the preferences of the customers.
What makes TMY.GRL chatbot is different from its competitors in its emphasis on social interaction and style creation. Honestly, the chatbot goes beyond just being a virtual assistant. You can call it your digital companion that provides real-time access to all the latest product launches of the brand.
Features:
- The chatbot provides a mix-and-match outfit engine that recommends products to customers to create trendy looks.
- The chatbot notifies customers of exclusive items and new collection launches, especially during seasonal sales and fashion events.
- The chatbot helps the brand with an interactive marketing campaign where it converts passive web browsers into active participants.
Benefits:
- Promotes products and time-sensitive offers for impulse purchases.
- Conversational marketing builds a strong bond with customers.
- Saves time for the customers by curating products of their choice.
6. Levi’s - Virtual Stylist
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Being a global leader in denim jeans, Levi’s has always been a top-notch provider of quality products along with classic style. It has embraced a digital transformation by integrating an AI-driven chatbot known as the virtual stylist. With the help of this smart assistant, the brand can now replicate a more personalized shopping experience for customers.
Customers can get easy access to the virtual stylist chatbot on the brand’s website and Facebook Messenger. Featuring a conversational filtering option, a fit guidance and a seasonal curation, the chatbot has now made decision-making much easier for the customers.
Features:
- The chatbot asks customers about their preferences and style to recommend the most accurate and trendy products.
- The multilingual support of the chatbot helps customers to communicate with the chatbot in their regional language.
- The conversational product filtering feature allows users to narrow down their search through natural conversations.
Benefits:
- The accurate product recommendations reduce return and exchange rates.
- The style-based product suggestion of the chatbot improves the confidence of the customers.
- Overall personalized shopping approach drives more loyalty and conversion.
7. Decathlon - Product Assistant
With time, Decathlon has carved its name in the minds of sports enthusiasts globally. To offer customers a better experience and reduce their efforts, Decathlon has come up with an innovative product assistant chatbot. It is a smart virtual tool with the primary function of improving the customer’s buying experience.
Serving as a virtual sports consultant, Decathlon guides customers in terms of their interests, activity goals and fitness levels. Not only does the chatbot push products to the customers, but it also understands the customer’s purchasing context to recommend suitable products. Besides, to target the global market, the chatbot features multilingual functionality.
Features:
- The chatbot enquires customers by asking relevant questions so that they can provide product recommendations that align with their interests.
- The strength of the chatbot lies in local inventory and store locator integration, where users can check the availability of live stocks in nearby stores.
- To help customers choose the best products, the chatbot comes up with detailed product comparisons.
Benefits:
- Multilingual feature promotes customer inclusivity and more reach.
- Categorizing products based on filtering reduces decision fatigue.
- Real-time updates on stock availability and easy product recommendations make it convenient for customers.
8. Macy’s - On Call
Of all the retail businesses, Macy's is one of those that adopted chatbots first. The primary function of Macy’s chatbot is to enhance the in-store shopping experience of customers. Since customers expect quick replies and answers to doubts, Macy’s tapped into this unexplored zone and came up with On Call.
Being a smart, mobile-first solution, the chatbot helps customers with speedy replies without having to reach out to the store. Developed by IBM Watson, Macy’s chatbot combines NLP and machine learning to deliver real-time replies and guided directions. It saves time for the customers and reduces the need for a human agent.
Features:
- The chatbot provides in-store navigation support to provide the right direction to fitting rooms, departments and service counters.
- The real-time inventory and service query feature of the chatbot helps customers with immediate responses on product availability, working hours, etc.
- The chatbot offers a mobile-first conversational interface where customers can get access to the chatbot on both the web and the app without losing context.
Benefits:
- Quick responses directly indicate improved in-store customer satisfaction.
- Reduces the burden on other operational staff.
- Real-time guidance that increases the efficiency of sales.
9. Nykaa - Virtual Assistant
Since offering a personalized experience to customers has now become a cornerstone for every brand, Nykaa has embraced technology and launched Nykaa Virtual Assistant. It is a smart AI-based chatbot that is precisely designed to address different beauty requirements to suit the needs of the customers.
Being an intelligent chatbot assistant, Nykaa Virtual Assistant provides a conversational and interactive experience to customers that mimics any in-store beauty consultant. This chatbot is more than just a digital tool. Right from assisting customers with various skincare tutorials to understanding their skin type and buying products accordingly, the chatbot does it all.
Features:
- The chatbot uses personal customer data to build a complete skincare routine based on skin concerns and beauty goals.
- If customers are sensitive to certain ingredients, the chatbot filters products accordingly to ensure safety.
- Nykaa’s chatbot conducts interactive quizzes.
Benefits:
- Effective marketing campaign integration leads to more sales.
- Helps customers to decide on products faster with product filtering.
- Higher product loyalty and relevance boost retention and improve engagement.
10. Lidl - Winebot Margot
To carve a niche and stay ahead of its competitors, Lidl, a reputed grocery store, has merged innovation and affordability with its conversational AI chatbot, Winebot Margot. Lidl has gone one step ahead by launching two chatbots - Winebot Margot (for wine recommendation) and LiA (for the website). Selecting the perfect wine from a humongous category can be an overwhelming process. To help customers with the best-tasting wine, the chatbot offers a user-friendly interface to provide a personalized experience.
The primary function of the chatbot is to demystify wine, especially for beginners. The chatbot not only provides recommendations to the customers but also educates them on different wine types. Further, the chatbot combines customer taste preferences with machine learning to build loyalty and support from the customers.
Features:
- The chatbot suggests the best wine along with the perfect food recommendations that gel well with each other.
- Customers can add preferences that match the customers' palate.
Benefits:
- Educates and empowers novice wine shoppers with the best guides.
- Highly personalized suggestions increase customer satisfaction.
- Occasion-based wine recommendations drive up-selling and cross-selling.
11. LEGO - Ralph
LEGO is already a perfect combination of creativity and fun. And, to enhance this fun factor more, LEGO has implemented Ralph, an AI-integrated chatbot, that has brought a new meaning to the brand. After the introduction of the chatbot, LEGO has driven customer engagement and made it both fun and functional.
The chatbot has helped the brand position itself strategically, which appeals more to parents, children and gift shoppers. With its vibrant and conversational environment, LEGO’s chatbot is committed to offering value-driven and personalized recommendations. Right from streamlining product recommendations to exploring customer choices, Ralph provides an all-in-one interactive experience.
Features:
- After gathering user inputs, Ralph provides age-based product suggestions to suit the developmental needs of the children.
- The gamified user experience feature of the chatbot is a complete extension of the quiz feature.
- With the campaign integration, Ralph provides curated product recommendations to celebrate festivities.
Benefits:
- An interactive experience boosts customer engagement.
- Enhanced product discovery narrows down and filters searches to improve relevant matching of products.
- The chatbot builds emotional connectivity to develop strong brand loyalty.
12. Bank of America - Erica
Bank of America has set up a perfect chatbot with a conversational interface. The purpose of building Erica is to offer an intelligent, intuitive, and personalized banking experience that surpasses 1.5 billion client interactions. Since its launch, the chatbot has helped 37 million clients manage their finances.
With a perfect combination of natural language processing, predictive analytics and machine learning, Erica helps customers with the customized financing options that they need. Right from sending alerts to customers to delivering real-time data, Erica offers all kinds of customer service with a personal touch.
Features:
- The chatbot analyzes customer behavior and spending patterns to provide personalized financing insights.
- The financial tracking and bill payment facility keeps customers on track without making them miss important updates.
- The chatbot helps customers with proactive fraud alerts and necessary financial tips to save customer finances.
Benefits:
- 24/7 on-customer support helps customers with urgent financial support.
- Proactive support and educational, and financial content help them take meaningful action.
- The chatbot streamlines banking tasks to save valuable time for the customers.
Benefits of Retail Chatbots
Now, retail chatbots have become an indispensable part of retail businesses. In a report by McKinsey, 35% of the sales were generated by recommendations. Such a research finding shows how retailers can come closer to customers only by repeaing the benefits of an AI-integrated chatbot. Here are the benefits of retail chatbots:
- Personalized experiences - One of the biggest benefits of AI-based chatbots is the way they capture the likes and dislikes of customers and recommend products accordingly. Such a dynamic interaction with the customers significantly reduces bounce rates and enhances customer loyalty.
- 24/7 customer support - None of your human agents can offer customer support all around the clock. This is where you need a chatbot that streamlines your retail business while catering to customers 24/7. This reduces the waiting times of the customers. They also feel more heard and valued.
- Reduced cart abandonment - The moment a customer leaves behind any product on the cart without completing the purchase, the chatbot sends notifications to the customers as reminders. The chatbot also tries to attract customers and sell the products with lucrative offers and price drops.
- Operational cost reduction - Since chatbots can automate certain repetitive tasks, you don’t need human force here. This is how your retail business’s operational cost gets reduced. In short, chatbots provide a support system to customers to keep them engage.
If you’re looking for all of these benefits in a chatbot builder, none can be better than Copilot.Live. Right from workforce automation to cross-platform integration, Copilot.Live offers you everything you need for your retail business under the same roof.
How To Evaluate Chatbot Effectiveness?
The performance of your retail chatbot depends on how effective it is. So, building a retail chatbot is not the end of the story. Rather, it’s just the beginning. That is where your work starts. From then on, you must evaluate the performance of your chatbot based on these parameters:
- Track CSAT response time - CSAT scores help you to find out the satisfaction rate of your customers. Once you combine this with the average first-response time, you get the rate at which the chatbot engages with the customers.
- Monitor conversion rate - Keeping an eye on the chatbot conversion rates means it directly tells you how aligned the chatbot is with the intent of your customers. This directly shows the number of users who complete the purchasing process.
- Measure bounce and retention - The bounce rates show you the number of customers who have abandoned the chatbot conversation without even engaging. On the other hand, the retention metrics denote the number of customers that come back to your retail chatbot in the future.
Conclusion
Therefore, retail chatbots are no longer a trendsetter. Instead, they are needed now. If you want your modern customers to engage with your products and build loyalty to your brand, these efficient AI chatbots can help you the most. While leveraging AI, augmented reality, and machine learning, retail chatbots understand what your customers need and come up with products accordingly. So, it’s time you offer personalized support to your customers and achieve your business’s strategic goals.
