The best in-store experience isn’t about the inventory. It’s about the experience itself and the relationships that make them memorable — the associate who remembers you prefer silver over gold metals to match your undertone, or the one who knows the new arrivals you’d actually care about (and doesn’t make you repeat yourself when you need to exchange something).
That experience hasn’t existed online…until now.
AI-referred retail traffic has grown 4,700% in the past year. Shoppers who engage with AI convert at 4x the rate of those who don’t. 80% of consumers plan to shop using GenAI this year.
There’s a structural shift happening here, but most retailers are responding reactively, via single-purpose chatbots or AI assistants disconnected from the commerce logic that actually underpins their business. The question isn’t whether you have an AI shopping agent; it’s whether that agent runs on your rules or its own. Otherwise, it’s yet another fragmented channel with limited value.
The Loomi Conversational Agent Difference
Loomi Conversational Agent is the focal point for end-to-end shopping experiences. Powered by Loomi AI, our agentic platform, Loomi Conversational Agent ensures every interaction is informed by real-time data, and any new insights and optimizations are fed back in for continuous improvement.
This is done through three key capabilities:
- An engine that runs on your search logic
- An intelligence layer that turns every interaction into a signal your team can act on
- Ecosystem connections that carry the conversation from discovery through purchase, so the shopper never has to start over
Let’s dig into these in more detail.
Best-in-Class Conversations
This is the leap from chatbot to shopping expert.
Loomi Conversational Agent doesn’t just process what shoppers type — it understands what they mean. It reasons across your catalog, your content, and your merchandising logic to deliver answers that are natural, relevant, and ready to buy. The conversation feels less like talking to a bot and more like talking to someone who actually knows the brand.
A shopper asks, “What are the best waterproof hiking boots for wide feet under $150 that work in snow?” Loomi Conversational Agent doesn’t simply match keywords. It breaks down the intent, queries your catalog, and returns products ranked by the rules your merch team already set.
This results in recommendations your team would actually approve, delivered in a conversation that feels human.
The difference is that the AI isn’t a parallel system running on its own logic. It’s your merchandising playbook, expressed in a new interface — one that handles the complex, multi-intent questions your shoppers are already asking.
These conversations have already been proven to meaningfully move the needle on key business metrics.
- A major US office supplies retailer attributed $10.6M in incremental annual revenue to conversational interactions connected to its Bloomreach search solution — not from adding a bot, but from making conversation an extension of search.
- TFG (The Foschini Group) saw a 35.2% increase in conversion rate and a 39.8% boost in revenue per visit with conversational shopping.
Conversational Insights
Your search data shows you queries. Conversations show you intent — what shoppers are struggling to find, where they hesitate, what’s missing from the page at the moment of decision. And unlike surveys that capture maybe 10% of your audience, this is every conversation, every shopper, all the time.
That signal used to vanish into transcripts nobody had time to read. Our conversational insights change that with two capabilities designed to make it usable.
The Insights Dashboard
The insights dashboard is a self-serve analytics layer that shows you what’s happening across all your conversational interactions — in one place. See what’s trending, identify the catalog gaps your shoppers are revealing through their questions, and track how shoppers feel over time. The dashboard ties all of this to session-level and customer-level revenue lift, so you can connect conversational interactions directly to commercial outcomes.
This isn’t another analytics screen. It’s a net-new source of commercial intelligence built from real purchase conversations — not representative samples — at scale.
Transcript Analyzer
While the dashboard shows you the patterns, the transcript analyzer lets you interrogate them. It’s an AI-powered Q&A tool that lets you ask natural-language questions directly of your conversation data and get synthesized answers drawn from hundreds or thousands of real interactions (instead of a handful of manually reviewed transcripts).
This is where conversation data becomes client intelligence. For the first time, you can see exactly what customers are telling your AI shopping agent about your products, your policies, and their experience — questions, hesitations, objections, and preferences that never showed up in search logs, surveys, or analytics dashboards. That signal existed before only inside the conversation itself. Now it’s queryable.
- A merch lead asks: “What specifically are people confused about when they ask about sizing in outerwear?”
- A CX lead inquires: “In conversations that escalate to returns, what are customers actually saying?”
- A VP of Digital wonders: “When shoppers mention shipping and then drop off, what’s the real friction point?”
Each answer comes back in seconds, grounded in real customer language — so you can update size guides, fix checkout friction, adjust policies, and prioritize catalog changes based on what customers actually say, not what you assumed they meant.
If hundreds of customers are telling the agent they’re nervous about return timelines, or confused about material differences between two products, you see that pattern and can act on it before it costs you another conversion.
Conversational Ecosystem
Most AI shopping experiences break the moment a shopper needs something beyond product discovery. They find the right product, then ask about the return policy — and the conversation has nothing to say. They want reassurance from real buyers, and the agent can’t reference what anyone actually thought. They’re ready to purchase, and the experience sends them somewhere else to finish. The value built up over multiple turns of intent, narrowing, and confidence-building leaks out.
Loomi Conversational Agent doesn’t just connect to other systems — it orchestrates what happens next. At every turn, it evaluates where the conversation needs to go — keep answering from the catalog, pull in review content for social proof, route to a service agent, or hand off to checkout — and makes that call automatically, carrying full context forward every time. The shopper never starts over, and the intelligence never resets.
Each of the connections below is an example of that routing in action 👇
- Customer service: When the conversation shifts to something the shopping agent shouldn’t handle — a return, an exchange, a complex service issue — the agent routes the conversation into your existing service environment (e.g., Sierra) with full context: products viewed, cart contents, and the entire conversation history. The support agent or AI picks up exactly where the shopper left off. No restarts, no reexplaining.
- Reviews: When a shopper needs social proof (“Is this jacket actually warm enough for Chicago winters?”), Loomi Conversational Agent pulls in real review content as an orchestrated source of truth. This allows the agent to ground its answer in what customers have actually said about fit, quality, and durability, not just catalog copy.
- Checkout: When the shopper is ready to buy, the agent hands off a fully qualified cart — product, variant, quantity — directly into your existing checkout flow. The gap between “I’ve decided” and “I’ve bought it” is gone, with no need for redirects or reentering details.
That orchestration is what turns a single conversation into a complete journey — from first question to completed order — instead of a dead-end chat.
Start Driving Conversations That Convert With Bloomreach
Shoppers now expect to be able to use natural language to find exactly what they’re looking for. You don’t want to get left behind by only providing a search bar, but you also want to be careful not to offer frustrating or broken conversational experiences.
Loomi Conversational Agent is the best-in-breed solution for a frictionless end-to-end shopping experience powered by real-time data and intelligence. It understands customer intent, gives you actionable insights into trends and objections, and connects the entire process in one place. Our agent powers the conversations that lead to conversions — and proven revenue lift.
If you’re an existing Bloomreach search customer, talk to your Bloomreach team to learn more about how to extend the investment you’ve already made with conversational shopping.
Start exploring the power of conversational shopping today — request a personalized demo to get started.
