![]() “India is home to more than 600 million smartphones with one of the cheapest internet connections in the world. According to Akhilesh Tuteja, Partner & Head of Technology, Media and Telecommunication at KPMG in India, India is home to the largest consumer base for the biggest conversational commerce enablers. And while the market is still nascent in India, it has huge potential. “The bot has methods and a mechanism built in to engage with customers and keep them engaged till the decision to buy is made,” he says.Īccording to independent data platform Statista, total spending over conversational commerce channels worldwide will jump to $290 billion in 2025 from $41 billion in 2021. He adds that if a generative AI-powered chatbot starts conversing with customers, a third of them end up buying a product. According to Prashant Garg, Technology Consulting Partner at EY India, conversational commerce usually involves products like apparel, fashion products, FMCG, fresh foods or other consumer goods. What exactly is conversational commerce? According to experts, conversational commerce is shopping on a messaging platform, where a chatbot engages in a conversation with a customer and helps her to buy a product, which is usually a small-ticket item. According to Ravi Garg, Director of Business Messaging-India, at Meta, you can also buy tickets for the Bengaluru metro on WhatsApp, and scan the e-ticket to board the train and even book an Uber cab! These types of transactions on messaging apps are called conversational commerce, a term believed to have been coined by Chris Messina, the inventor of the hashtag, in 2015. And the convenience has convinced him to give his daily morning trips to the local grocer a miss.īut grocery is just one way you can use the messaging app. The service in question is JioMart on WhatsApp, which helps him order groceries and provisions in an interactive and seamless manner. My relative, a retired corporate executive, too, went back to his old routine, but a service he started using recently is causing some disruption in his habits. The stress then led to many daily shoppers, like a relative based in Kolkata, to make-horror of horrors-weekly purchases.Īfter the lockdowns were lifted, the daily shoppers were back at their favourite neighbourhood grocery stores. Sometimes, one would even have to call the grocer to confirm that the payment was made, and then wait for the delivery to happen. ![]() Using WhatsApp as a notepad to make lists of things one needed to buy-which many people were prone to do-one had to first send the list to the grocer on the messaging app and hope that he checked it before the fresh produce was sold out next, one had to wait for the grocer to get back with the bill and then make the payment via an e-wallet or UPI. For those of us who love buying fresh vegetables from the neighbourhood store daily, the Covid-19-induced lockdowns were a stressful time.
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