Meet Your New Personal Shopper: Your AI Chatbot

Meet Your New Personal Shopper: Your AI Chatbot – Advanced Business English

BUSINESS ENGLISH

Level: C1–C2 Time: ~90 min Topic: Retail & AI

TEXT:

📋 Overview

1Warmer

2Reading for Gist

3Key Words

4Understanding

5Business Language

6Discussion

7Online Sales Strategies

📰 Article

HIGHLIGHT:

I've seen the future of shopping — and I'm sold on AI

Buying with the help of generative artificial intelligence is like having a personal shopper who knows exactly what I want

By Claer Barrett · Financial Times, 11 October 2025

1Whether we're shopping for fashion, food or furniture, more consumers are asking generative artificial intelligence for help and inspiration as they decide what to buy — and it's revolutionising the way we shop online.

2If you're using GenAI apps like ChatGPT, Perplexity or Google Gemini to help you navigate modern life, then the chances are you've already used them to weigh up purchasing decisions. This trend was the talk of the FT's Future of Retail summit this week. Adobe, the software company, reckons more than half of US shoppers will be using GenAI in some form by the end of this year.

3Having tried it myself recently to buy a bookcase, I am a convert. Type "white bookcase" into a search engine, and the top hits are Ikea and Argos (thanks, but no thanks). Scroll down, and better options emerge, but I soon have dozens of tabs open trying to compare them.

4So, instead, I just speak into my phone app and tell it exactly what I want, describing the ideal size, design, my budget and desire for adjustable shelf heights, specifying that I hate DIY and want it delivered fully assembled.

5Within seconds, I have a summary of UK retailers offering products that meet my description, plus a comparison table of prices and delivery lead times — very helpful. Tempted by one of the recommendations, I ask my AI assistant: "What's their customer service like?" Many retailers are outsourcing this to AI-powered chatbots, but a summary of hundreds of Trustpilot reviews concludes: "Delivery mishaps are rare."

6Whether we're asking about a decor refresh, a special gift or what to cook at a dinner party, an important part of the answer is where we can buy it. To capitalise on this, retailers are shifting their focus from search engine optimisation (SEO), reflecting the keywords shoppers are most likely to type into Google, to enhanced content through generative experience optimisation (GXO). Brands want to ensure their products are inserted into the conversation when we say what we're looking for and why.

7The Cotswold Company, which came up among my bookcase suggestions, says it has spent the past six months tweaking the GXO on its website to reach more customers searching via large language models. User-generated content on social media is another important source of what's trending for apps to scrape and crunch down. To do this, brands are not solely relying on influencers to tell stories about their products so they are made more discoverable; Estée Lauder has an internal creator network making content about its huge portfolio of beauty brands.

8The pace of change is accelerating. In the US, the number of shoppers directed to retailers' websites from GenAI browsers and chat services shot up by 4,700 per cent in the year to July, Adobe says.

9There are huge commercial opportunities as "agentic commerce" enters the next phase — direct transactions. Last month, Shopify signed a partnership with OpenAI that will enable its merchants to sell directly through ChatGPT conversations, rather than customers being redirected to a retailer's website.

10As we chat away to these apps, they're accumulating a wealth of data on every aspect of our lives and can tailor recommendations with greater accuracy; a personal shopper who knows exactly what we like. The next phase will be anticipating our needs and suggesting purchases: "It's going to be chilly next week. Would you like to see a selection of cashmere knitwear that's trending this season?"

11All this sent shivers down the spines of retail executives at the conference — if consumers' purchasing decisions rely on the influence of AI-powered shopping agents, what becomes of brand loyalty?

12Retailers will have to invest in AI-powered technology to benefit, but the reward could be selling us more. One in-store example already being used in US grocery stores is Instacart's Caper Cart — a smart trolley with a digital screen and sensors powered by Nvidia chips. This can link up with loyalty schemes, flashing up personalised deals, discounts and suggestions as you shop. The result? AI helps shoppers spend more money. But if it could help us find the eggs (put in the most bizarre places by supermarkets) then I'm in.

13The next frontier for agentic commerce? Ordering what we need autonomously. You'd never run out of toilet paper, but would you really trust AI to spend money on your behalf? As someone who really enjoys shopping, I'm not sure that I'm ready to outsource this pleasure just yet. But if my personal shopping agent could check my bank balance and arrange delivery on a day I'm going to be working from home, I might change my mind.

📋

Lesson Overview

About This Lesson

This article discusses the growing use of generative AI chat for shopping and the move towards suggested purchases and autonomous AI purchasing.

Business Topic: Retail, marketing, technology
Business Language: Language of retail and marketing
Activities: Key words · Understanding the text (True/False) · Business language · Discussion · Writing and presenting recommendations
Groups: Whole class, pairs, small groups, one-to-one

👈 The article is always visible on the left. Use the tabs above to navigate each section. Choose a highlight colour and select text to mark in the article.

Warmer

Discuss the questions below. Give details.

🛒

What factors most strongly influence your decision on which online platform or physical shop to get a product from?

🔍

Which do you consider more reliable — search engines or responses generated by an AI chatbot?

🤖

To what extent would you feel comfortable giving an AI system the ability to buy you products independently of your control?

Reading for Gist

Read the article quickly and choose the statement that best summarises the main idea.

Which statement best summarises the article?

1.AI technology is deciding how search engines present and prioritise shopping results.

2.AI-driven chatbots are creating products based on information from consumer purchasing behaviour.

3.The growing integration of AI is transforming both the buying habits of consumers and sales strategies of corporations.

Answer: 3 – The growing integration of AI is transforming both the buying habits of consumers and sales strategies of corporations. The article covers AI-driven shopping decisions, shifts from SEO to GXO, agentic commerce, brand loyalty concerns, smart trolleys, and autonomous purchasing.

Key Words

Read each definition and find the matching key word in the article (paragraph number in brackets). Complete the example sentence — you may need to change the form of the word.

a type of artificial intelligence that can create new things, like text (Para 1)

The store uses AI to create realistic product images.

completely changing something in a very big or important way (Para 1)

Companies predicted that mobile payments would how we shop on the internet.

to compare different choices before making a decision (Para 2)

Before buying a new phone online, I had to the prices from three websites.

a meeting between important people to talk about big ideas or problems (Para 2)

At the online shopping , business leaders discussed how AI is changing customer behaviour.

to move down a web page on a screen to see more content (Para 3)

I had to to the bottom of the website to see more details.

put parts together to make something complete (Para 4)

I bought a desk online that was easy to after it arrived.

small mistakes or accidents (Para 5)

There was a(n) with my online order, and the wrong shoes were delivered.

made something better or more effective (Para 6)

Good photos the online shopping experience and help people decide what to buy.

making a small change to improve something (Para 7)

The company should its website design to make it easier for customers to check out.

10.

to collect data or information automatically from websites (Para 7)

Some companies information from online stores to compare prices.

11.

to process and analyse a lot of information quickly (Para 7)

The AI system can hundreds of product reviews to find the best-rated items.

12.

to rise quickly and suddenly (Para 8)

The price of computer games might during the holiday sales.

13.

to make it possible for something to happen (Para 9)

Mobile phones people to shop online easily.

14.

collecting or gathering more and more of something over time (Para 10)

Online stores data about what customers buy to offer better suggestions.

15.

expecting something to happen and preparing for it (Para 10)

Many online stores higher sales during the holiday season.

16.

computer programs that can think or act like a person to help with tasks (Para 11)

The website uses a(n) to help customers find the right product faster.

17.

a new area of discovery or progress (Para 13)

AI shopping assistants are the new in online retail technology.

18.

doing something for someone else or representing them (Para 13)

I bought the shoes on of my friend because she didn't have an account.

Answer Key:

generative / generative
revolutionising / revolutionise
weigh up / weigh up
summit / summit
scroll down / scroll down
assemble / assemble
mishaps / mishap
enhanced / enhance
tweaking / tweak
scrape / scrape
crunch down / crunch down
shot up / shoot up
enable / enable
accumulating / accumulate
anticipating / anticipate
agents / agent
frontier / frontier
behalf / behalf

Understanding the Article

Are these sentences True or False according to the information in the article? Select T or F. For false sentences, rewrite the correct version in the box.

More people are using generative AI to find inspiration for purchases in areas like fashion and furniture.

Rewrite the correct version:

Adobe predicts that nearly all U.S. shoppers will stop using GenAI by the end of the year.

Rewrite the correct version:

The writer preferred the results from a normal search engine over using an AI assistant to find a bookcase.

Rewrite the correct version:

The AI assistant gave the writer a summary of suitable retailers, prices, and delivery times.

Rewrite the correct version:

Retailers are now focusing more on SEO because people are using AI chatbots less.

Rewrite the correct version:

The Cotswold Company changed its website to improve how it appears in large language model searches.

Rewrite the correct version:

Estée Lauder depends entirely on outside influencers for its online content.

Rewrite the correct version:

Shopify's partnership with OpenAI allows merchants to sell directly through ChatGPT.

Rewrite the correct version:

The Instacart Caper Cart only helps shoppers navigate store aisles; it does not use AI.

Rewrite the correct version:

10.

The article suggests that one day, AI might automatically order household items like toilet paper for us.

Rewrite the correct version:

Answer Key:

TRUE
FALSE – Adobe predicts that more than half of US shoppers will be using GenAI in some form by the end of the year (not "nearly all" and they won't "stop using it").
FALSE – The writer preferred the AI assistant. She described the search engine results as "thanks, but no thanks" and ended up with dozens of open tabs.
TRUE
FALSE – Retailers are moving away from SEO and focusing more on GXO (Generative Experience Optimisation) because people are using AI chatbots more.
TRUE
FALSE – Estée Lauder has its own internal creator network making content, so it does not depend entirely on outside influencers.
TRUE
FALSE – The Instacart Caper Cart is AI-powered (it uses sensors and Nvidia chips) and it links up with loyalty schemes, flashing up personalised deals.
TRUE

Business Language – Retail & Marketing

a. Define these retail and marketing terms from the article

Find these words in the article. Work with a partner and try to define each one. Write the term that matches each definition below.

retailerbrand loyaltycustomer service direct transactioninfluencerloyalty scheme personalised dealconsumer search engine optimisationgenerative experience optimisation

: a marketing method that uses AI to improve how products appear and are recommended in online conversations

: a person on social media who can affect what people buy because of their popularity or opinions

: a person who buys and uses goods or services

: when customers continue to buy from the same brand because they trust or like it

: the help and support a company gives to its customers before or after they buy something

: a purchase made directly between a buyer and the platform, without a third-party website

: a business that sells products directly to the public

: the process of improving a website so that it appears higher in search engine results

: a way of giving regular customers rewards, discounts, or points for shopping often

10.

: a special offer or discount designed for one specific customer based on their preferences or past shopping

Answer Key (a):

generative experience optimisation
influencer
consumer
brand loyalty
customer service
direct transaction
retailer
search engine optimisation
loyalty scheme
personalised deal

b. Complete the sentences

Fill in each sentence with the appropriate word or phrase from part a in the correct form.

1.Many now use AI chatbots to help customers find products faster.

2.I joined the supermarket's to get special offers every week.

3.My online store sent me a(n) for trainers because I often buy sportswear.

4.Many shoppers show by always buying the same phone or coffee brand.

5.The store's team answered my questions about delivery and returns.

6.AI apps now allow , so customers can buy products without leaving the chat.

7. are using AI tools to help them decide what to buy online.

8.The company invested in to make its website easier to find on Google.

9.Retailers use to make sure their products are mentioned in AI searches.

10.The shared a video about her favourite skincare brand, and thousands of people bought it.

Answer Key (b):

retailers
loyalty scheme
personalised deal
brand loyalty
customer service
direct transactions
Consumers
search engine optimisation
generative experience optimisation
influencer

c. Write about your shopping habits

Work with a partner. Write sentences about your own shopping habits using the vocabulary from parts a and b.

Discussion

Look at these quotes from the article describing the different phases of AI shopping. Which phases seem like normal practice to you? How far do you think AI shopping will go? Discuss in pairs or groups.

Phase 1 – Inspiration

"More consumers are asking generative artificial intelligence for help and inspiration as they decide what to buy …"

Phase 2 – Direct Transactions

"The next phase — direct transactions … Shopify signed a partnership with OpenAI that will enable its merchants to sell directly through ChatGPT conversations …"

Phase 3 – Anticipating Needs

"The next phase will be anticipating our needs and suggesting purchases: 'It's going to be chilly next week. Would you like to see a selection of cashmere knitwear that's trending this season?'"

Phase 4 – Autonomous Ordering

"The next frontier for agentic commerce? Ordering what we need autonomously. You'd never run out of toilet paper, but would you really trust AI to spend money on your behalf?"

💬

Which of these four phases already feels like normal practice to you?

🔮

How far do you think AI shopping will go? Is there a phase you would not be comfortable with?

⚠️

What are the greatest risks to consumers and to brands as AI shopping becomes more widespread?

Wider Business Theme – Online Sales Strategies

You are a consultant brought in to help a company improve its online sales. Below are 12 potential questions you could ask the board of directors. Two questions are unrelated to online shopping — identify which two, then create your own set of recommendations.

1. Identify the two unrelated questions

Read all 12 questions. Select exactly two that are NOT related to online shopping.

✓

What strategies are currently in place to strengthen brand loyalty among returning online customers?

✓

How do you collect and analyse consumer data to better understand online shopping behaviour and preferences?

✓

How satisfied are employees with the company's internal communication tools?

✓

What role does digital customer service play in your online sales process, and how do you measure its effectiveness?

✓

Are you exploring direct transaction options — such as AI chatbots or in-app purchasing — to reduce steps between browsing and buying?

✓

How is your marketing team using Generative Experience Optimisation to ensure your products appear in AI-driven shopping searches?

✓

What are the board's long-term goals for expanding into new international markets?

✓

What criteria do you use when selecting an influencer to represent your brand online, and how do you measure return on investment?

✓

How effective is your current loyalty scheme at encouraging repeat purchases, and what digital tools support it?

✓

10.

To what extent do you use data analytics or AI to offer personalised deals to individual shoppers?

✓

11.

As a retailer, how do you differentiate your online shopping experience from competitors offering similar products?

✓

12.

How much of your marketing budget is allocated to Search Engine Optimisation, and how do you see this changing as AI-driven search becomes more common?

Unrelated questions:

3. How satisfied are employees with the company's internal communication tools? (this is about internal HR, not online sales)
7. What are the board's long-term goals for expanding into new international markets? (this is about general strategy, not specifically online sales)

Related questions (1, 2, 4, 5, 6, 8, 9, 10, 11, 12) cover: brand loyalty · consumer data · customer service · direct transactions · GXO · influencer selection · loyalty schemes · personalised deals · SEO budgets · differentiating from competitors.

2. Create your recommendations

Decide on some possible strategies the company could use to improve its online sales. Write a set of recommendations, then present to the class or group.

💬 Useful Language

These suggestions are based on online sales …

One recommendation is investing more in influencer marketing …

It's essential that we focus on Generative Experience Optimisation …

A top priority should be a strong loyalty scheme …

By doing this, the company could improve customer service …

To sum up, these recommendations aim to build brand loyalty …