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In 2024, the brands I watch closely are treating WhatsApp, Instagram DM, and Facebook Messenger as sales floors, not support tickets. They are not using chat to “engage.” They are using it to close the gap between interest and purchase.
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Customers do not want to browse a catalog, open a cart, hunt for a size guide, and wait twelve hours for an email reply. They want to ask a question, get a useful answer, and buy—inside the same thread. An AI shopping concierge does exactly that. It turns an Instagram DM or WhatsApp chat into a c…