TL;DR:

• AI is reshaping ecommerce, giving early adopters a competitive edge. From visual search to dynamic pricing, these tools meet rising customer expectations and drive growth.
• Conversational AI boosts support efficiency and customer satisfaction. Solutions like Gorgias's AI Agent automatically resolve up to 60% of tickets while personalizing responses across channels.
• Personalization now extends beyond product recommendations. AI is customizing everything from discounts to website layouts in real-time, creating unique experiences that convert.‍
• AI automation streamlines back-end operations for inventory and pricing. By predicting demand and adjusting prices dynamically, brands improve margins while reducing stock issues.

AI is no longer a futuristic concept associated with sci-fi movies and robots. It’s driving real change in ecommerce right now. Currently, 84% of ecommerce businesses list AI as their top priority. And it’s only getting bigger. By 2034, the ecommerce AI market is expected to hit $62.64 billion. 

Brands that use AI to improve personalization, automate customer support, and refine pricing strategies will have a major competitive edge. 

The good news? Most brands are still figuring it out, which means there’s huge potential for early adopters to stand out.

Let’s dive into the key AI trends shaping ecommerce in 2025, and how you can use them to future-proof your business.

1. Visual search

Instead of searching for keywords, shoppers can upload a photo and instantly find similar or matching products. Visual search eliminates the guesswork of finding the right words to describe an item and reduces friction in the search process. 

In 2025, improvements in computer vision and machine learning will make visual search faster. AI will better recognize patterns, colors, and textures, delivering more precise results in real-time. 

For customers, visual search simplifies product discovery while brands benefit from increased average order values. Visual search creates more opportunities to surface related products that customers might miss during manual searches, ultimately boosting conversion and revenue.

Pinterest is already doing it. With Pinterest Lens, users can take a picture on the spot to find similar products or ideas to help them with easier purchases or creative projects.

Pro Tip: Optimize product images and metadata (like color, size, and material) so your products appear accurately in visual search results. Clean, high-quality images and detailed tagging will make your catalog easier for AI to process and match.

2. Conversational AI

Conversational AI, like Gorgias’s AI Agent, already handles 60% of customer conversations. Brands that adopt it often see more than a 25% improvement in customer satisfaction, revenue, or cost reduction.

Soon, advanced natural language processing (NLP) will make it easier for customers to use text, voice, and images to find exactly what they’re looking for. These multimodal capabilities will elevate support conversations, resulting in fewer abandoned carts and support teams that can focus on more complex issues.

For example, Glamnetic uses AI Agent to manage customer inquiries across multiple channels, resolving 40% of requests automatically while maintaining a personalized touch. Their AI can automate responses to common questions, recommend products based on browsing history, and even track orders in real-time. 

Pro Tip: Invest in AI chat tools that integrate with your customer support system and sync with real-time product and order data. Your responses will be accurate and timely, without losing the personal touch.

Read more: The Gorgias & Shopify integration: 8 features your support team will love  

3. Product recommendations 

According to McKinsey, omnichannel personalization strategies, including tailored product recommendations, have a 10-15% uplift potential in revenue and retention. But with only 1 in 10 retailers fully implementing personalization across channels, there’s a massive opportunity for brands to innovate.

In 2025, AI-driven product recommendations will become even more precise by analyzing customer behavior, preferences, and purchase history in real-time. Predictive AI will adjust recommendations on the fly, showing customers the right products at the right moment.

Take Kreyol Essence as an example. They use Gorgias Convert to track customer behavior and recommend products based on past purchases and browsing patterns. When a customer buys a hair mask, AI suggests complementary products like scalp oil or leave-in conditioner — increasing average order value without feeling pushy.

Personalization boosts sales by helping customers discover products they actually want. Plus, it creates a more tailored shopping experience, which encourages customers to return.

Pro Tip: Test different recommendation strategies, like “frequently bought together” or “you may also like,” to see which ones drive the most conversions.

Learn more: Reduce Customer Effort with AI: A Smarter Approach Than Surprise and Delight 

4. Voice commerce 

In 2025, more customers may use smart speakers and voice assistants like Alexa and Google Assistant to shop hands-free. AI will improve voice recognition and contextual understanding, so it’s easier for customers to find products they want.

Instead of fumbling with a keyboard, customers will be able to say, “Order more coffee pods,” and AI will not only recognize the request but also pull up the preferred brand and size based on past orders. Less friction will make the buying process more intuitive, especially for repeat purchases.

Voice commerce expands shopping accessibility and creates a more convenient experience for busy customers. It also opens the door for brands to surface product recommendations and upsell during the conversation.

Pro Tip: Optimize product descriptions and catalog structure for voice search. Clear, simple language and detailed product tags will help AI understand and surface the right products.

5. Dynamic pricing

A recent McKinsey report suggests that investing in real-time customer analytics will continue to be key to adjusting pricing and more effectively targeting customers.

In 2025, machine learning will allow ecommerce brands to adjust product prices instantly based on demand, competitor pricing, and customer behavior. If a competitor drops their price on a popular item, AI can respond immediately, so you stay competitive without sacrificing margins.

Machine learning will also refine pricing models over time, finding the sweet spot between profitability and customer conversion.

For example, AI might detect that customers are more likely to buy a product when it’s priced at $29.99 rather than $30, and adjust accordingly. More competitive pricing means higher revenue and better margins, but it also increases customer trust when prices are consistent with market trends.

Pro Tip: Test different pricing strategies and monitor how they affect sales and customer behavior.

6. Better customer insights

According to McKinsey, AI-driven personalization and customer insights can improve marketing efficiency by 10-30% and cut costs significantly.

In 2025, AI will analyze customer data like purchase history, browsing patterns, and feedback to generate smarter, more actionable next steps. Instead of guessing what customers want, brands will have the data to predict it.

For example, Gorgias’s AI Agent for Sales can identify a shopper’s interest level and purchase intent and then use it to adjust its conversational strategy. It analyzes shopper data like browsing behavior, cart activity, and purchase history.

Here’s how it would behave for different customers:

• A browsing customer: AI Agent will ask clarifying questions
• An interested customer: AI Agent provides tailored recommendations and handles objections
• A customer with an intent to buy: AI Agent assists with checkout, payment, and nudges purchase

7. Personalized shopping 

AI-driven personalization leads to a 5-10% higher customer satisfaction and engagement. Yet, only 15% have fully implemented it across all channels — leaving a huge gap to fill.

In 2025, AI-driven personalization will go beyond product recommendations. Brands will be able to adjust website layouts based on customer preferences, highlight products that align with their style, and even customize customer service interactions.

A higher level of personalization will boost conversion rates and customer satisfaction. When customers feel like a brand “gets” them, they’re more likely to make a purchase and come back for more. 

For example, AI Agent for Sales can adjust discounts and provide smart incentives to drive sales. When adjusting for discounts, AI Agent analyzes shopper behavior, including browsing activity, cart status, and conversation context, to offer a discount based on how engaged and ready the shopper is to buy.

Pro Tip: Use AI to test different personalization strategies and refine them based on performance data. Small adjustments, like changing product order or highlighting specific categories, can have a big impact on sales. 

8. Automated inventory management

Keeping the right products in stock at the right time is about to get a whole lot easier. In 2025, AI will predict demand patterns and automate restocking decisions based on sales trends, seasonality, and customer behavior. Instead of manually tracking inventory, AI will handle it in real time to avoid stock issues.

For example, AI could notice a spike in orders for a specific product right before the holidays. It could then automatically increase stock levels to meet demand or scale back on items that aren’t moving as fast. Real-time tracking means fewer missed sales and less wasted inventory.

Efficient inventory management not only cuts costs but also improves the customer experience. When products are consistently available, customers are more likely to trust and stick with your brand.

Pro Tip: Implement AI-powered inventory management to sync data across all sales channels. This ensures accurate stock levels and seamless fulfillment, whether customers are shopping online or in-store.

Embrace AI trends in your ecommerce store in 2025

AI makes it easier for brands to deliver a personalized and efficient shopping experience. From helping customers find products faster with visual search to automating support with conversational AI, there are plenty of opportunities for personalization.  

The brands that adopt and refine these strategies now will be better positioned to meet customer expectations and stay ahead of the competition. Start by implementing conversational AI and later test some other AI trends like personalized suggestions. 

Ready to see how AI can upgrade your brand? Book a demo to see AI Agent in action.

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TL;DR:

• Combine AI and human agents for the best sales and support experience. Gorgias’s AI Agent handles repetitive tasks and pre-sales questions instantly 24/7, so human agents can focus on complex interactions.
• Proactively engage shoppers with AI to drive conversions. AI Agent tracks browsing behavior and cart data to offer recommendations and real-time assistance, leading to higher sales.
• Reduce drop-off rates with AI Agent’s floating query bar. Customers can ask questions in real time, while AI Agent understands the buying intent and adjusts its sales strategy to nudge them toward the checkout.
• Lower support costs with AI Agent. Brands using AI Agent see major time and cost savings while reducing response times, increasing revenue, and keeping support teams efficient.

Ecommerce brands are under pressure to convert more shoppers, but relying only on AI or human agents can lead to missed sales opportunities. While 34% feel that the use of AI improved their customer experience, according to Statista, 27% feel it hasn’t made a difference — suggesting that AI alone isn’t always the answer.

It’s true that AI speeds up responses and personalizes interactions at scale, while human agents build trust and close complex deals. But the solution isn't to choose one over the other.

This article will evaluate the strengths of both AI agents and human agents, offering insights to help you optimize and scale your pre-sale strategies using a hybrid AI-human intelligence approach.

How combining AI & human assistance improves the shopping experience

Using AI and human support agents together in a hybrid approach will directly impact your success as a brand. It allows you to:  

1. Minimize friction and navigation frustrations
2. Instantly answer pre-sales questions to reduce drop-off
3. Proactively engage with customers and offer help with a floating query bar
4. Help with Quality Assurance
5. Personalize product recommendations and upsells
6. Reduce costs and increase return on investment

1) Minimize friction and navigation frustrations

Reducing customer effort is one of the key ways to spark delight and satisfaction from customer interactions. The more stress-free and simple you can make navigating the shopping experience, the better.

AI comes in handy here in many ways, like:

• Providing instant responses
• Giving shoppers an easy way to locate and interact with support 
• Automating FAQs 
• Automating order edits
• Personalizing product recommendations 
• Performing upsells and cross-sells

All of these traits combined make a much easier experience for customers and an efficient, streamlined process for the brand. When agents aren’t bogged down with questions like these, they can focus on high-touch situations. 

2) Instantly answer pre-sales questions to reduce drop-off

Pre-sales support moves the needle by answering crucial customer questions that might be blocking a purchase. Tools like Gorgias’s AI Agent for Sales make a world of difference on your store’s website. This tool has a 75% higher conversion rate than human agents, on average.

Here’s an example of what it looks like from bidet company TUSHY: 

3) Proactively engage with customers and offer help with a floating query bar

AI understands a shopper’s journey by tracking key behavioral signals: products and pages viewed, purchase history, and cart data. 

The floating query bar transforms product search into a seamless conversation, eliminating the need for clicks, filters, or endless navigation. It allows customers to find what they're looking for through natural conversation with the AI Agent — wherever they are on your site.

Because AI tracks this information, it can personalize interactions based on the signals above. It does this by asking clarifying questions and remembering previous interactions in the same session.

This type of proactive support actually leads to more sales: it garnered almost 10k in revenue for jewelry shop Caitlyn Minimalist. ‍

”Customers interact with the AI Agent like they would a customer service rep—it’s a two-way conversation where they answer questions and get personalized product recommendations,” says Gabi, Customer Service Lead at Caitlyn Minimalist.

That success was similar for beauty shop Glamnetic. 

“An instant response builds confidence,” says Mia Chapa, its Sr. Director of Customer Experience. 

“We live in a world with short attention spans, so customers appreciate how quickly we can respond to their inquiries.”

4) Help with Quality Assurance

Quality assurance in CX is the process of ensuring that each customer interaction fits a specified list of criteria (communication, resolution completeness, attitude, etc.).

While this process has largely been a manual and time-consuming one, AI changes that for support teams.

AI-powered QA can actually review all tickets, is a scalable solution, is more consistent in its review process, saves time, and even provides instant agent feedback. 

Manual QA, on the other hand, is a time-consuming and slow process, and often means feedback is delayed until leaders have the chance to review tickets. Even once they get to QA, there's a limit to how many tickets they can review in a given time frame. 

Feature spotlight: Meet Auto QA: Quality checks are here to stay

5) Personalize product recommendations and upsells

AI can even make product recommendations for shoppers. These recommendations are based on browsing actions like if they repeatedly view the same pages and check return and shipping policies. It also tracks their entire behavior across your store: products and pages viewed, purchase history, cart data, and cart abandonment data.  

Caitlyn Minimalist achieved incredible outcomes by leveraging AI for personalized recommendations:

• 59% reduction in customer response time
• 25% conversion rate
• $9,800 in direct revenue generated by AI Agent

“We've always based our customer service on a patient, empathetic point of view because a lot of people purchase for important moments in their lives—weddings, deaths, graduations. People are gifting in response to big life moments, so we need AI Agent to really listen to our customer’s situation and support them,” says Michael Holcombe, Co-owner and Director of Operations at Caitlyn Minimalist.

AI Agent can also handle objections and offer discounts, if price is what’s stopping customers from completing a purchase. 

6) Reduce costs and increase return on investment

We’re not talking about reducing headcount. AI just supports agents in being able to handle their core responsibilities better. For example, mybacs was able to double the number of tickets they resolved without adding a single person to the team.

“This isn’t a matter of eliminating jobs, but giving our employees their primary jobs back," says Luke Wronski, CEO of RiG’d Supply. “Our hope is to have AI give us the time back to have a conversation with you about the stuff that keeps us stoked to do what we do.”

Aside from saving money on hiring additional human agents, AI helps your support team reduce costs in other ways. 

For Dr. Bronners, that meant 4 days per month in team time-savings by handling routine inquiries efficiently, and $100,000 saved per year by switching from Salesforce to Gorgias.

Top AI tools for CX 

Gorgias is hands down the best AI tool—not just for CX, but also for teams like web, ecommerce, and marketing. And our customers couldn’t agree more.

“We were hesitant at first, but AI Agent has really picked up on our brand’s voice. We’ve had feedback from customers who didn’t even realize they were talking to an AI,” says Lynsay Schrader, Lab and Customer Service Senior Manager at Jonas Paul Eyewear. 

Here’s a complete rundown of how Gorgias’s AI Agent bridges gaps in customer experience: 

Combine humans with AI for powerful results 

A hybrid human and AI Agent approach is the best way to level up your customer support operations and sales strategy.

Book a demo with us to see the power of AI Agent.

Managing customer support as a Shopify store owner can feel like juggling too many tools at once.

Constantly switching tabs to look up orders, update customer information, or track returns wastes valuable time. Plus, it prevents your team from focusing on what really matters––delivering quick, personalized customer service. 

Gorgias’s Shopify integration solves this. It keeps all your Shopify data in one place, so your team spends less time toggling tabs and more time helping customers. The result? Faster responses, better service, and more revenue.

Below, we break down the eight key capabilities of this integration, each paired with practical use cases to showcase its real-world value.

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1. View Shopify data in tickets

What it does: Shopify order data is displayed directly within support tickets, allowing agents to view essential details like order status, customer information, and transaction history without leaving the helpdesk.

Use case: An agent handling a “Where’s my order?” request can instantly check tracking information and update the customer.

The fashion retailer Princess Polly improved their customer experience team’s efficiency by using Gorgias's deep integration with Shopify. Agents can view and update customer and order data directly within Gorgias, eliminating the need to switch between multiple tabs.

Taking a streamlined approach led to a 40% increase in efficiency, an 80% decrease in resolution time, and a 95% decrease in first response time. 

2. Perform Shopify Actions

What it does: Agents can update Shopify order and customer data with Shopify Actions right in Gorgias.

Key features:

• Create a new order: Add existing products or custom items, apply discounts, modify quantities, add notes and tags, and choose to charge taxes. Then set the order as Paid or Pending and email the invoice to the customer.
• Duplicate an order: Replicate an existing order and make adjustments as needed.
• Cancel/refund an order: Cancel or refund orders by setting quantities to refund, specifying shipping amounts to refund, providing reasons for cancellation, restocking items, and notifying the customer.
• Edit shipping address: Update the shipping address for an order.
• Insert product links: Add product links or product cards from tickets so customers can add the product to their cart quickly.
• Display the customer’s cart: View the exact items the customer has in their cart at the moment they reach out via Chat.

Use case: Agents can perform Shopify actions directly from Gorgias, such as adding products, applying discounts, updating quantities, or issuing refunds.

3. Embed customer-specific Shopify data in Macros

What it does: Create templated responses called Macros with dynamic Shopify variables to automatically incorporate customer-specific information. 

Key features:

• Dynamic variables: Macros can include variables that pull real-time data from Shopify, such as order status, tracking numbers, and customer details.
• Automated actions: Beyond inserting dynamic content, Macros can perform actions like tagging tickets, setting statuses, or assigning conversations to specific agents. The automation streamlines workflows and ensures consistent handling of similar inquiries.

Use case: A customer inquires about their order. With one click, the agent uses a Macro that pulls in the order status and expected delivery date, creating a faster and more personalized response.

Take Try The World, a gourmet subscription service, needed a robust Shopify integration to handle an increasing volume of customer inquiries. By switching to Gorgias, they gained the ability to unify conversations and embed Shopify data directly into Macros. Now, agents could quickly generate personalized responses that included order details, tracking links, and customer-specific information. 

Try the World’s support team’s efficiency skyrocketed, enabling them to handle 120 tickets per day, up from 80, and reduce response times to just one business day. 

4. Provide product information with Macros

What it does: Macros with embedded Shopify data let agents quickly and accurately share pre-sale information like product links, stock availability, and discount codes, helping to convert prospective customers into buyers.

Key features:

• Dynamic Shopify variables in Macros: Agents can use dynamic variables to pull real-time product information.
• Pre-built responses for common questions: Macros can include templated responses tailored for pre-sale inquiries, such as providing direct links to products or applying discount codes.

Use case: A customer asks if a specific product is available in their size and color. The agent can apply a Macro that automatically pulls the product's inventory details and includes a discount code, sending a response like this:

“Hi {{ticket.customer.firstname}},
Great news! The product {{ticket.customer.integrations.shopify.products[0].title}} is currently in stock in the size and color you’re looking for. You can check it out here: [Product Link]. Use the code WELCOME10 at checkout for 10% off your first order! Let me know if you have any other questions!”

How it helps:

• Eliminates manual search and typing for agents.
• Ensures accurate, real-time product information for customers.
• Improves the likelihood of converting inquiries into sales.

5. Enable self-serve order management in Chat 

What it does: Using Gorgias’s chat widget, customers can track orders or manage their purchases on their own with no agent assistance needed.

Key feature:

• Order management automation: Customers can access real-time order information, including status updates and tracking details, through the chat interface. This automation reduces the volume of live chat inquiries by up to 30%.

Use case: A customer wants to check the status of their recent purchase. By accessing the Chat widget on your website, they can enter their email and order number and receive instant updates on their order's progress, including shipping and delivery information, without waiting for an agent's response.

How it helps:

• Automates routine inquiries and frees up your support team to handle more complex issues.
• Enhances customer satisfaction thanks to immediate responses.
• Reduces the need for multiple communication channels, consolidating support interactions in one place.

6. Use Shopify variables in Rules


What it does: Rules paired with Shopify variables can automate various support tasks, such as identifying specific customer segments or tagging tickets, to boost efficiency and consistency.

Key features:

• Automated tagging: Rules can automatically tag tickets based on specific Shopify data. For instance, you can set up a Rule to tag tickets from customers with high order counts or significant total spending as "VIP."
• Prioritization of tickets: Rules can prioritize tickets that meet certain criteria, such as high-value orders or repeat customers.

Use case: A customer with a history of substantial purchases contacts support. A rule detects that the customer's total spending exceeds a predefined threshold and automatically tags the ticket as "VIP." 

This tag can then trigger other workflows, such as assigning the ticket to a senior support agent or escalating its priority.

How it helps:

• Improves customer experience by prioritizing high-value customers.
• Maintains consistent service quality.

7. Track revenue with reporting

What it does: Gorgias offers comprehensive reporting that allows you to measure how your support interactions influence sales.

Key features:

• Tickets converted: Tracks the number of support tickets that led to a sale within five days of the ticket's creation.
• Conversion rate: Calculates the percentage of created tickets that resulted in sales, helping you assess the effectiveness of your support team's interactions.
• Total sales from support: Sums the revenue generated from orders associated with converted tickets, accounting for refunds and order adjustments to provide accurate figures.

These metrics are accessible under Statistics → Support Performance → Revenue in your Gorgias dashboard. You can filter the data by integration, ticket channel, tags, or specific time periods to gain detailed insights.

Use case: By analyzing Revenue Statistics, you can identify which support channels or agents are most effective in driving sales. For example, if live chat interactions have a higher conversion rate, you might allocate more resources to that channel. 

Additionally, recognizing top-performing agents can inform training programs to elevate overall team performance.

For example, One Block Down, a Milan-based streetwear brand, struggled to manage a growing volume of customer inquiries across multiple platforms. By integrating Gorgias with Shopify, they centralized all customer interactions into a single platform, giving agents instant access to crucial information like order history and returns directly within tickets.

The setup allowed the team to measure the direct impact of their support efforts on revenue. 

The result? An impressive 1,000% increase in support-generated revenue and a 1-hour average first response time. By connecting the dots between customer service and sales performance, One Block Down demonstrated how proactive, data-driven support can directly influence the bottom line.

How it helps:

• Quantifies the revenue generated from support interactions.
• Faster team optimization with data-driven insights.
• Understanding the correlation between support interactions and sales can help refine customer service strategies.

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8. AI Agent integration

What it does: AI Agent automates Shopify actions like canceling orders, editing order details, and reshipping items.

Key features:

• Cancel Shopify order: AI Agent can automatically cancel unfulfilled orders upon customer request, restocking the items and issuing a full refund. A confirmation email is sent to the customer once the cancellation is complete.
• Edit order shipping address: When a customer needs to update their shipping address, AI Agent verifies if the order is unfulfilled, confirms the new address with the customer, and updates it in Shopify accordingly.
• Replace order item: AI Agent facilitates item replacements in orders by confirming the item to be removed and the new item to be added, checking stock availability, adjusting payments if necessary, and sending an updated order confirmation to the customer.
• Reship order for free: In cases where an order is lost in transit or arrives damaged, AI Agent can duplicate and resend the order at no additional charge.
• Remove order item: If a customer decides to remove an item from their order, AI Agent can handle the removal, restock the item in Shopify, process the refund for the removed item, and notify the customer of the updated order details.

Use case: A customer realizes they've entered an incorrect shipping address shortly after placing an order. They contact support, and AI Agent promptly verifies that the order is unfulfilled, confirms the correct address with the customer, updates the shipping information in Shopify, and sends a confirmation email—all without human intervention.

How it helps:

• Automating routine order management tasks reduces the workload on human agents.
• Quick and accurate responses to order modification requests lead to a better customer experience.
• Automated processes ensure consistency and accuracy in handling order changes, reducing the likelihood of human error.

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