In 2025, AI is everywhere in retail – from automated product recommendations to AI chatbots.
And at Stellar Global, we use it extensively too – in everything from chat routing to subtitling and moderation for platforms like TikTok. It enables us to deliver scalable, efficient solutions for our clients across channels and regions.
But while automation delivers speed and reach, it doesn’t replace the irreplaceable: human empathy.
So, the challenge for modern retailers isn’t about choosing between AI and people – it’s about building a hybrid model where each enhances the other.
That’s where the real magic happens.
Co-Creating the Future of Human Retail
As part of building omnichannel retail experiences that deliver measurable impact and meaningful connections, we’ve partnered with Bambuser (experts in live video shopping and digital clienteling) to empower human-led sales.
In this article we’re exploring what it really takes to humanise retail in a world where AI is becoming the default.
From one-to-one video consultations to social commerce integrations, Bambuser brings invaluable insights into how brands can maintain a human touch across digital channels.
Why Human Interaction Still Matters
Human-led interactions, particularly in considered purchases, outperform AI-only experiences – a friendly face, a reassuring voice or a guided walkthrough all provide something AI can’t replicate: trust through nuance, empathy and intuition.
Customers crave it too.
In fact, a recent study by Five9 revealed that 75% of respondents said that they prefer talking to a real person online, and almost 50% of them actively avoid AI chatbot interactions.
In another report by Gartner, their Senior Director Analyst said that around 50% of companies that expected to reduce their customer service workforce are now reversing this decision, stating “While AI offers significant potential to transform customer service… The human touch remains irreplaceable in many interactions.”
“In our webchat experience, we’ve seen first-hand how customers naturally form relationships with our product experts – turning a transactional moment into a genuine conversation. It’s not just about answering questions; it’s about becoming a trusted, informed buddy who can guide them to the right choice. When customers feel confident in what they’re buying (often through live, tailored demonstrations) we see a real drop in return rates. Even in a digital space, it’s the human connection that makes all the difference.”
— Monica Majumdar, Virtual Experience Director at Stellar Global
Live Video Shopping: The Best of Both Worlds
This is where live video shopping platforms like Bambuser come in.
Their technology enables real product experts to connect with online shoppers via one-to-one video calls – bringing the intimacy of in-store service to the digital space.
According to Bambuser:
- Brands using their 1:1 solution saw an increase in conversion rates up to 36%
- Average session lengths of over 7 minutes showed deep, engaged interactions
- Integration with CRM tools meant these conversations become part of a wider, data-led customer journey
“Our data shows just how powerful video consultations are in driving conversions and humanising commerce. Trusted by leading brands, our platform gives retailers a genuine competitive edge in today’s omnichannel world.”
— Fam von Heijne, Senior Director Customer Marketing
The Human Advantage in a Digitally Driven World
Brand and product experts bring warmth, expertise and authenticity to every interaction.
With platforms like Bambuser, they can offer curated advice, upsell relevant items and even build long-term customer relationships – all from anywhere in the world.
Brands aren’t just adding a digital feature either – they’re unlocking a global salesforce with a human soul.
The Future Is Hybrid and Human
As AI handles logistics, inventory and automation, the role of people becomes even more important.
Human-powered, tech-enabled experiences are the new gold standard – they drive higher average order values, lower returns and stronger customer loyalty.
Watch Bambuser’s interview with L’Oréal to hear first-hand how they are combining tech, culture and strategy to stay ahead in beauty – from video commerce to AI-driven sustainability.
At Stellar Global, we help brands build omnichannel journeys that feel seamless and human at every step – and with partners like Bambuser, we’re redefining how brands connect and convert.
Because at the end of the day, people don’t buy from platforms, they buy from people.
