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.

Features include:

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


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.

Interested to learn more?

Please contact:

Genevieve Chamard

Revathy Rajendran

To learn even more, explore:
Our latest Conversational Commerce Research
Our joint Capgemini / Intel / MIT Point of View
Our Smart Digital Store Solutions

For more information, visit:



[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