Crescendo has launched its latest Multimodal AI Shopping Assistant update on the Shopify App Store, unifying customer service and product discovery for one conversational experience.
Originally announced in November, the AI shopping tool has now reportedly generated chat-to-order conversion rates up to 58%, four times the industry benchmark.
Unveiled at NRF 2026, the newest version of the tool now aims to deliver higher results with Shopify customers, utilizing a unified interface for seamless shopping experiences.
Emilio Latorre, SVP of Operations at Lovepop, and an enterprise customer of Crescendo, explained how the AI assistant had improved its customer journey over the last few months.
“We went into the holiday season expecting Crescendo to help with volume, but it ended up doing much more than that,” he said.
“Using a single AI chat for both customer questions and product discovery led to stronger shopper conversion and larger baskets for those customers who chatted with us. Customers started with vague requests like ‘something for my mom’ and left with the perfect card in their cart.
“It didn’t feel like a bot – it felt like talking to someone who genuinely understood what they needed.”
Modernizing Ecommerce
Previously, Shopify heavily relied on keyword search and navigation-heavy browsing, with customers having to self-refine filters to find the right products.
This traditional approach may feel slow and frustrating when customers continue to receive broad results.
This also included limited customized shopping experiences, meaning customers rarely received suggested products or personalized recommendations that were tailored to their needs.
Furthermore, CX support agents were primarily focused on order statuses, meaning conversations were reactive and transactional, reducing meaningfulness in the customer journey.
By separating customer services and sales into separate motions, this reduces opportunities for both customers and retailers in finding the products that suit them best.
This solution aims to address gaps in traditional ecommerce by using AI tools to better meet shopper expectations, making online shopping more seamless and relevant to the individual customer.
By combining sales and customer service, benefits such as product discovery, personalized recommendations, and customer support are now more accessible in one continuous flow.
As an AI-driven agent, the Multimodal AI Shopping Assistant engages customers in natural conversation during their customer journey.
This tool can be integrated directly into Shopify, allowing retailers to utilize it in their online stores for added support.
By providing personalized shopping suggestions and answering product questions, this tool is designed to guide shoppers toward relevant shopping experiences and avoid broad results and transactional experiences.
This strategy aims to support the individual shopping experience by increasing engagement and customer support seamlessly within a single interface.
From a retailer’s perspective, businesses can also utilize this tool to consolidate interactions and analytics into one system, simplifying CX management and tracking.
This product also aims to solve customer scrolling issues, by reducing the amount of time researching ideal products, the shopping assistant allows customers to avoid these steps and proceed directly to supportive engagement.
The Updated Model
Today, this strategy has proved beneficial, with reports of the assistant delivering four times the expected conversion rates.
And with the latest AI Shopping Assistant update now underway, this version reflects demand levels during the holiday shopping period.
Originally, the tool focused on multimodal capabilities and product discovery, however, this update ensures that customer service and sales conversations are unified, utilizing the AI assistant as a revenue channel rather than just a support tool.
This also includes automatic updates for retailers, meaning enterprises can view how many shoppers that interact with the assistant make a purchase, and how much they spend on each order.
This enables smaller retailers to understand the impact of the assistant on their overall sales without additional tools, allowing them to guide shoppers more effectively and increase revenue.
It also allows them to adjust to peaks in customer demand by offloading shopper interactions to the assistant without additional support, ensuring that conversations are consistent and resolutions are delivered efficiently.
This allows shopping experiences to remain smooth across Shopify, even during high-traffic periods.
By delivering real-time, personalized recommendations to shoppers, Crescendo offers retailers the chance to create shopping experiences that feel responsive, relevant, and personal, attempting to recreate the in-person sales assistant experience online.
And by scaling high shopper demand automatically, customers can utilize the assistant for queries and recommendations, even during busy times.
This enables customers to continue experiencing consistent, fast, and seamless interactions, regardless of when they shop.
