Crescendo has introduced a new Multimodal AI Shopping Assistant for Shopify, unveiled at NRF 2026.
The assistant is designed to combine customer support and product discovery within a single conversational experience, allowing retailers to guide shoppers from questions to purchase in real time.
The solution is built to operate directly within chat, using multimodal AI to understand customer intent and recommend relevant products during the same interaction.
Crescendo reports that early use cases have delivered chat-to-order conversion rates significantly above typical industry averages.
The AI Shopping Assistant will be demonstrated during NRF 2026 at Crescendo’s Booth 1744.
“We went into the holiday season expecting Crescendo to help with volume, but it ended up doing much more than that,” said Emilio Latorre, SVP of Operations at Lovepop.
“Using a single AI chat for both customer questions and product discovery led to stronger shopper conversion and larger baskets for those customers who chatted with us.
Customers started with vague requests like ‘something for my mom’ and left with the perfect card in their cart. It didn’t feel like a bot – it felt like talking to someone who genuinely understood what they needed.”
Many retailers have historically treated customer service and sales as separate functions, often supported by different tools and teams.
Crescendo’s approach brings these interactions together, allowing the same AI assistant to answer service-related questions while also supporting purchasing decisions within the same conversation.
By unifying these functions, the assistant links customer engagement directly to commercial outcomes such as conversion rates and average order value.
The platform is designed for rapid deployment within Shopify and includes built-in visibility into how conversations influence sales performance.
The solution also supports handoff to human agents when needed, while maintaining conversational context.
In addition, it provides insight into customer behaviour, including common questions, points of hesitation, and purchasing intent, supported by integrations that keep product and inventory information up to date.
“Consumers don’t distinguish between ‘service’ and ‘sales’ – they see one brand and expect one connected experience,” said Matt Price, co-founder and CEO of Crescendo.
“In the past, companies limited engagement because they had to choose between helping and selling. In the age of AI abundance, that tradeoff disappears. Crescendo is the only platform proven to handle both in a single, connected conversation, and the results speak for themselves.”
For more information about Crescendo - visit the Crescendo Website
About Crescendo
Crescendo is the first AI-native contact center built to deliver peak CX performance in the AI era. While others sell seats, licenses, or hype, we tie our success to business outcomes. Find out more about Crescendo
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 19th Jan 2026
Read more about - Latest News, Crescendo
