Conversational Commerce Reinvented with AI - with Lili Kostadinova from CloudOffice

In this talk at the Balkan eCommerce Summit 2025, Lili Kostadinova, Enterprise and Corporate Sales Manager at CloudOffice, discusses the impact of AI-powered conversational commerce on retail. She examines the preference of 75% of consumers for messaging over traditional calls, highlighting how businesses can adapt to this shift. Kostadinova explains how AI-driven chatbots can increase revenue by up to 20% through human-like understanding and instant support. She also delves into the expectations of modern shoppers for personalized experiences and emphasizes the importance of omnichannel engagement through the integration of technologies such as speech recognition, intent detection, and customer relationship management systems.