Ecommerce AI glossary
Plain-language definitions of the terms that show up across our comparison and use-case pages. Built for skim-reading and citation.
The 8 terms worth knowing
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Cart abandonment
Cart abandonment is when an online shopper adds items to their cart but leaves the site without completing checkout. The Baymard Institute documents an average abandonment rate of around 70% across ecommerce sites.
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Ticket deflection
Ticket deflection is the rate at which inbound support questions are resolved without creating a ticket for a human agent — typically by AI, knowledge base search, or self-service flows.
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Conversational commerce
Conversational commerce is selling and supporting customers through chat interfaces — web widgets, messaging apps, voice — typically powered by AI agents that recommend products and resolve support questions in real time.
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AI agent
An AI agent is a software system that perceives a context, takes actions to accomplish a goal, and uses an LLM to plan and reason. In ecommerce, it sells, supports, and remembers customers across conversations.
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Lead capture
Lead capture is collecting contact information (typically email or phone) from a website visitor so you can follow up. Conversational lead capture asks for it after delivering value, not via interruption popup.
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Knowledge base
A knowledge base is the collection of FAQs, help center articles, product docs, and policies an AI agent retrieves from when answering customer questions. Quality of the answers depends on the depth and freshness of the knowledge base.
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Conversational product recommendations
Conversational product recommendations are product suggestions surfaced through dialogue — the customer describes a need, the AI agent retrieves matching products from a live catalog and presents the best fit.
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Anonymous-to-customer memory
Anonymous-to-customer memory is the ability of an AI agent to remember context from an anonymous browsing session and carry it through when the visitor logs in or buys — the same agent recognizes them across the identity transition.
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