AI chatbot for product support: Why interactive product advice is becoming the new success factor in e-commerce.

In future, genuine dialogue will be what counts: dialogue that takes knowledge from manuals, FAQs and technical documentation and translates it into precise, individual product recommendations.

What sounded like a distant future in many shops is now feasible: the introduction to product advice and online sales no longer begins with searching – but with questions.

From shop to interaction: How AI is reinventing product support

A simple question such as ‘My dishwasher is displaying E05 – what does that mean?’ or ‘I need a quiet cordless vacuum cleaner for a small flat’ is enough for the latest generation of AI chatbots to engage in precise and efficient dialogue with customers. Within milliseconds, they deliver relevant instructions, concrete solutions, suitable replacement parts or targeted purchase recommendations – identified in their own databases and processed using modern RAG technologies.

This merges digital advice, service, support and sales into a seamless experience. And it is precisely this kind of integrated customer experience that is becoming the new competitive advantage.

Why AI chatbots are fundamentally shifting the focus in e-commerce

Interactive AI chatbots curate the product selection: they sort, filter and prioritise not based on the customer’s gut feeling, but on the data provided by retailers. Those who have clean, well-structured product information gain visibility and authority in their own industry. Those who make manuals, instructions and FAQs available in real time in a dialogue-based format create a direct, efficient and regular exchange with their customers.

Imprecise data or missing product attributes, on the other hand, cost reach – and ultimately sales. This is because the initial decision is no longer made in the customer’s mind, but in the product information itself. This is exactly where specialised AI solutions such as AI Engage come in: they work directly with the company’s own product data and do not rely on generic AI knowledge. In a highly data-driven market, this is a decisive unique selling point.

AI product advice: Specialised chatbots beat ChatGPT and co.

A powerful product chat differs significantly from large, generalist systems such as ChatGPT, Google Gemini and the like. Although these are impressively versatile, they remain superficial in terms of advice and support: they cover countless topics, but cannot go into sufficient depth when it comes to complex product ranges that require explanation. For online retailers whose products require technical classification, specialist knowledge or detailed explanations, this is simply not enough.

An integrated, specialised product advisor, on the other hand, understands the individual product logic of a shop, recognises relevant differences, interprets technical data correctly and provides tailored, context-related recommendations. It reliably answers complex, multi-layered questions and guides customers confidently through decision-making and support processes – whether it’s about functions, compatibility, usage scenarios or suitable purchase alternatives.

Such specialised AI chatbots are particularly effective in categories such as electronics, household appliances, DIY & tools, interior design, and beauty & personal care. Wherever customers need not only information but also genuine guidance, such tailor-made AI advisors become indispensable.

The new standard: dialogue-based manuals & interactive product documentation

Documentation, manuals and PDF instructions are usually a nuisance for customers – but for AI-powered product chats, they are a valuable treasure trove of data. Specialised product chats use company-specific information such as operating instructions, support documents, product data sheets, FAQs, video scripts and knowledge databases and transform them into a dialogue-oriented support experience. Customers receive immediate, accurate answers – without having to search through documents.

Typical customer questions include:

• ‘How do I change the activated carbon filter?’
• ‘Is this cordless screwdriver compatible with 18 V batteries from the old series?’
• ‘How should I care for my leather jacket in winter?’

These AI chatbots access the stored information directly – reliably, in line with brand guidelines and available around the clock.

Faster decision-making: product service as a sales driver

Specialised AI chatbots for product support have long been more than just a service tool – they are becoming an important lever for increasing conversion. They clarify queries before they block checkout, show compatible accessories and recommend alternatives when a product is unavailable. Real-time assistance reduces abandoned purchases, and precise expectation management prevents unnecessary returns. This transforms support from a pure cost factor into an active sales driver.

Customer experience up, support costs down: why retailers should act now

Many online retailers face the challenge in their day-to-day business that their support teams are heavily burdened with recurring enquiries. At the same time, customers often find it difficult to find relevant product information, overlook details or encounter scattered documentation. Precise product chats provide a remedy here: they improve the customer experience and at the same time ensure fewer queries.

AI-supported product support can significantly reduce the workload on support teams. Experience shows that 40–60% of all support tickets can be processed automatically. Response times are significantly reduced, service costs are lowered and confidence in the brand increases. Thanks to RAG-based AI chatbots, customers receive consistent and reliable answers – without the risk of distorted information or unwanted references to external sources.

Why Retresco's AI Engage is a strategic advantage for e-commerce retailers

AI Engage is a conversational AI solution developed specifically for digital commerce – optimised for complex product knowledge, technical documentation and support information.

The key benefits at a glance:
✔ Interactive provision of your own product information such as manuals, FAQs and technical specifications
✔ Precise product recommendations and problem solutions
✔ Dialogue-based support in real time – 24/7 in all desired channels
✔ Significant relief for support teams thanks to automatically provided answers
✔ Uncomplicated integration into online shops, help centres and mobile applications
✔ Quick setup and easy maintenance and updating of product and support information

With Retresco’s specialised AI chatbots, your shops become interactive – and your brands gain visibility and authority independent of the AI ecosystems of Google, OpenAI and others. At the same time, you retain full control over data, customer communication and tone.

The e-commerce of the future is all about dialogue – are you ready?

Customer journeys are getting shorter, decisions are being made faster, and the demand for accurate product and support information is increasing. AI chatbots for product support and product chats ensure that your brands are present at the crucial moment and that customers receive exactly the product advice they need.

Now is the right time: transform your product and support information into real added value. Do you have questions, ideas, or are you interested in launching an AI-based product advisor in just a few weeks?

Feel free to get in touch – we look forward to hearing from you!