AI-powered conversational Agents are leading the next phase of ecommerce, making digital shopping more interactive, responsive, and guided. These agents are helping retailers and brands anticipate needs, answer questions in real time, and streamline complex purchases. This case study session will showcase how retailers are navigating these implementations while elevating customer journeys and strengthening loyalty. Speakers will highlight: • Optimizing between maintaining a presence on the general purpose conversational AIs and building and launching owned agents • Establishing ROI benchmarks & other success metrics for conversational deployments • Balancing automation, the human touch, and customer feedback