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.