In 2025, AI will no longer be limited to user-level applications but will increasingly become an integral part of business processes within organizations. This trend will be especially evident in the e-commerce sector. Today, we take a closer look at four highly relevant use cases that will play a pivotal role for companies in this industry.

Efficient Demand Forecasting, Sales Optimization, and Fraud Prevention

Optimizing demand forecasting, sales processes, and fraud prevention is becoming ever more critical—especially for SMEs. However, the implementation of modern solutions often falters due to high integration costs and the impact on key operational processes like inventory management and distribution.

At CONVOTIS, we address these challenges with our Advanced Analytics Business Driven Framework. This approach emphasizes leveraging AI not as a research and development initiative but as a targeted design for efficient business processes.

We don’t just deliver “algorithms.” Instead, we create automated, data-driven solutions that can be seamlessly integrated into tools like HubSpot, Zendesk, Facebook Ads, and more. This enables companies to execute business processes, such as marketing or logistics campaigns, with efficiency and precision

AI-Augmented Omnichannel

Omnichannel is a proven communication strategy that strengthens the relationship between businesses and customers by connecting various channels seamlessly and enabling cross-channel customer identification. What’s new, however, is the transformative potential of generative AI in making this strategy even more effective.

It’s no longer just about communicating across different channels but about automatically and holistically “understanding” the customer across these touchpoints. With generative AI, businesses can process content like emails, social network messages, or reviews, and even transcribe audio calls in real-time. This information is automatically analyzed and processed without manual effort.

The result? Significant cost savings in one of the most resource-intensive tasks in e-commerce.

Hyper-Personalization and Hyper-Segmentation

Through the combination of generative AI and a Customer 360 vision, customer information and messages from various channels can not only be processed efficiently but also crafted with hyper-personalization.

The distinction between personalization and hyper-personalization lies in creating, for example, newsletters that are individually tailored to each person. AI automatically generates content based on purchase history, individual preferences, relevant images, and personalized offers.

With a Customer 360 vision, even individual preferences, reviews, reported incidents, online behavior, and preferred products are considered. This enables a truly personalized experience that can significantly influence purchasing decisions in a positive way.

Intelligent Business Chatbots

One of the biggest advancements in e-commerce in 2025 is the use of increasingly intelligent chatbots capable of understanding customer context, emotions, and specific needs. According to market reports like Gartner, GenAI-based chatbots are expected to successfully resolve 75% of customer interactions.

Many businesses face challenges in bringing such use cases into production. This is where CONVOTIS comes in: we approach chatbots not just as technical solutions but as holistic digital products that deliver value through thoughtful service design.

For this, we’ve developed our Agentic Services Design Framework, enabling practical and efficient implementation.

With this approach, we create solutions that are specifically tailored to each phase of the customer journey. We place particular emphasis on custom conversation design to ensure an optimal user experience.