UST Conversational Commerce: Retail Conversational AI Platform

UST Conversational Commerce helps retailers and brands sell, support, and engage customers through AI-powered conversations on the channels they use every day. This retail conversational AI platform brings together conversational commerce, product discovery, and service automation so customers can ask questions, receive personalized recommendations, and complete orders directly within chat and messaging experiences.

The solution uses AI and natural language understanding to create seamless, real-time conversations across social and messaging platforms. It automates common tasks such as product Q&A, order tracking, and returns, while also guiding customers through curated product selections and promotions. When needed, conversations can be handed off to human agents, preserving full context so customers don’t have to repeat themselves.

Built on AWS and designed to integrate with existing CRM, loyalty, and ecommerce platforms, UST Conversational Commerce connects digital conversations with broader omnichannel retail journeys. Retailers gain a single view of how customers discover, evaluate, and buy across chat, web, and in-store touchpoints, and can use these insights to refine offers, campaigns, and service flows over time.

Key Features

• AI-powered conversational commerce across channels: Supports real-time, AI-driven conversations with customers on popular social and messaging platforms, enabling chat-based product discovery, assistance, and purchasing.
• Personalized product recommendations in chat: Uses customer context, preferences, and behavior signals to deliver relevant, one-to-one product suggestions and bundles directly within the conversation.
• Automated customer support and service flows: Handles FAQs, product information, order status, returns, and basic troubleshooting via conversational bots, with seamless escalation to human agents for complex issues.
• Guided order creation and checkout: Provides step-by-step, chat-based ordering and reordering flows that help customers select items, confirm details, and move smoothly into checkout on existing ecommerce systems.
• Integration with CRM, loyalty, and ecommerce: Connects conversations to customer profiles, loyalty programs, and order history so you can track journeys end to end and personalize experiences based on real interactions.
• Analytics for retail conversational AI: Captures intent, engagement, and conversion metrics from conversations, enabling teams to see which messages, offers, and flows drive the best outcomes across channels.
• Scalable, secure AWS architecture: Built on AWS to support enterprise-grade security, reliability, and global scale, with the flexibility to expand conversational commerce use cases over time.

Key Benefits

• Higher conversion and basket size from messaging channels: Meet customers where they are and turn everyday conversations into sales by combining conversational commerce, personalized recommendations, and guided ordering.
• Reduced friction across the customer journey: Let customers discover products, get answers, and resolve issues without leaving their preferred messaging apps, cutting down on drop-off and abandoned sessions.
• Stronger customer relationships and loyalty: Use retail conversational AI to deliver timely, relevant assistance and offers that feel natural and helpful, deepening trust and encouraging repeat purchases.
• Lower service costs with smarter automation: Offload routine service and support tasks to AI-driven chat experiences while reserving human agents for high-value interactions, improving efficiency and response times.
• Better insight into customer intent and behavior: Turn chat interactions into actionable data that shows what customers ask for, what they compare, and what they ultimately buy, informing merchandising and marketing decisions.
• Consistent experiences across digital and in-store: Integrate conversational commerce with CRM, loyalty, and ecommerce so you can recognize customers across channels and align offers, messaging, and service everywhere they shop.
• Future-ready engagement on an AWS retail cloud foundation: Build a long-term conversational strategy on AWS, with the flexibility to add new channels, languages, and AI capabilities as customer expectations and retail demands evolve.