B2B buyers do not have time to dig through menus, PDFs or FAQs; they’re busy and their need for speed and convenience is a priority. Buyers want clear answers right away and consumer eCommerce is shaping high expectations. This is where AI concierge technology comes in as a timely solution for B2B eCommerce in particular.
What it is
Concierge is an AI answer engine that sits on your website, which is trained on your own content and responds in natural language to detailed buyer questions. Everything from technical specifications to delivery terms can be answered in your brand’s voice.
How it works
The engine uses retrieval augmented generation to search your product catalogues, manuals, case studies and marketing material, and you can count on the fact that each answer is accurate and consistent because you set the controls to manage tone and compliance.
Why it matters
Your buyers already use AI tools such as ChatGPT or Perplexity to research suppliers. When they arrive on your site they expect the same experience: instant and reliable answers. As in any business exchange, meeting expectations builds trust, removes friction, and moves buyers from browsing to serious intent.
There is an old adage about how you can improve profits by making the buying process as frictionless as possible. As the founder of CINZ 7 Danny Ing used to say;
‘Make it easy for your customer to buy’.
Where it is being adopted
Adoption began with software and technology firms and is now spreading into manufacturing, logistics and B2B eCommerce. Businesses in North America and Europe are leading while Asia Pacific is following, particularly in industries with complex or configurable products.
Who benefits
B2B eCommerce companies selling technical products gain the most and in particular, marketing teams gain insight into real buyer questions. Sales teams spend less time on routine queries and most importantly, buyers leave your site informed and confident.
Concierge turns every question into a conversation and every conversation into an opportunity for revenue. Book your free integration assessment and see how Concierge could work for your business.
Do you have legacy or bespoke software in your B2B or B2C eCommerce business that the experts are telling you “has to go”? The good news is you may not have to. Read our guide on how to extend the life of your legacy software here.