The interface for commerce is becoming conversation — embedded wherever the customer already is.
Menus, forms, and search bars are giving way to 'just tell me what you want'. Conversational interfaces let customers express intent in plain language and have it fulfilled.
This extends beyond the brand's own app into messaging platforms, voice assistants, and AI agents acting on the customer's behalf.
Discovery, transaction, and support merge into one fluid exchange, wherever it happens.
Why we think it'll come up
Language is the UI
Capable AI makes plain-language requests a viable primary interface.
Messaging is dominant
Customers already live in chat and assistant surfaces.
Intent beats navigation
Stating what you want beats hunting through menus.
What it changes for customer experience
For customers
Buy, book, and get help by simply saying what they need, wherever they are.
For business
New conversational surfaces become storefronts and service desks at once.
For CX & operations
Experience design extends to third-party assistants and messaging platforms.
Industries on the front line
Pilot a conversational path for one high-intent task and ensure your catalogue and actions are structured so external assistants can transact accurately.
Trends Radar
Other trends
Build for what's next
Turn this trend into a measurable experience advantage.