Retailers and Shoppers, meet your future Personalized Voice Assistant (PVA)

Have you ever gone to a store, been greeted by a store associate offering their help, declined with a polite “No thank you, I am just looking,” and after a few minutes of search for this special item in vain, cursed that you should have taken this person’s offer?

With the advances made by voice recognition apps that have reached human-like threshold[1], there is no reason to pass on the opportunity to use voice assistants to enhance the shopping experience and delight customers.

As 40% of consumers will use voice assistants by 2020, conversational commerce is poised to revolutionize the way we shop, according to our recent Capgemini Survey of 5,000 consumers across the US, UK, France and Germany[2]. Growth is fueled not only by consumers who appreciate smart speakers for the convenience, speed, and ability to multi-task, but also by retailers who want to scale personalization, supplement store associates, and expand aisles while occupying smaller store formats.


Capgemini’s PVA solutions use artificial intelligence to process natural language, search product catalog information, and review any relevant external editorial publications in order to provide on-point recommendations. PVAs rely on Google’s Cloud platform, Dialogflow conversational interfaces and Machine Learning APIs.

Capgemini’s PVA is integrated with Salesforce CRM to provide customers quick access to their loyalty and personal account information. With a quick scan of a QR code, customers can easily access their accounts to find points accrued, points due to expire, promotional offers, etc. Customers have an option to provide their size, style preferences while updating their profile, so the PVA can provide more personalized recommendations. This feature also helps retailers gain better insights on shopping preferences and patterns to use when creating merchandising and promotional plans.

The PVA is part of Capgemini’s Smart Digital Store set of offerings, developed in collaboration with our partner, Intel.

Features include:

  • Self-serve browsing
  • On-the-go assistant
  • AI-generated recommendations
  • Camera vision mix and match
  • Personalization
  • CRM integration


Foster memorable customer experiences, increase store associate productivity, and provide insights into customer preferences and behaviors.

Capgemini Conversational Commerce for Retail

We offer retailers end to end services, including defining their innovation strategy, designing remarkable customer experiences, piloting new ideas, and deploying solutions at scale

For more information, please contact our Smart Digital Store experts

Europe / Asia Pacific
Revathy Rajendran
Business Development Lead | The Smart Digital Store

North America / Latin America
Genevieve Chamard
Business Development Lead | The Smart Digital Store

To learn even more, explore:

New Research: Smart Talk – How organizations and consumers are embracing voice and chat assistants

Additional Conversational Commerce Research
Our joint Capgemini / Intel / MIT Point of View

[1] Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language

[2] Capgemini survey; 2018; Conversational Commerce: Why consumers are embracing voice assistants in their lives

[3] MIT Auto id Lab Predictions