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Customers Don’t Want to “Search.” They Want to Discover

Ephanti Conversational Engagement Platform > Blog > Customers Don’t Want to “Search.” They Want to Discover

Customers Don’t Want to “Search.” They Want to Discover

  • 23/05/2025 By Sri Sabesan, CEO at Ephanti

A few weeks ago, I messaged a brand on WhatsApp with what I thought was a simple question:

  • “Any gift ideas for a friend’s housewarming?”
  • The reply? A link.
  • That led to a landing page.
  • That led to a menu.
  • That led to 47 items — none of which were quite right.
  • I closed the tab.That brand lost the sale.
  • And this is exactly what I mean when I say: Product discovery is broken.

We’ve Trained Customers to Work Hard for Our Products

In traditional e-commerce, search is king. But it assumes the customer knows exactly what they want. But, wait….what if they don’t? What if they’re saying:

  • “What should I pack for a beach trip?”
  • “I need something warm for a winter wedding.”
  • “What do dads like these days?”

That’s not search. That’s discovery. And when brands treat those moments like search queries, they miss the chance to connect — and convert.

Discovery Should Start in the Conversation — and Stay There

At Ephanti, we believe that the product journey should begin — and end — right where the customer is chatting

  • No links.
  • No app switches.
  • No abandoned carts.

Just one seamless, helpful, intelligent conversation. This isn’t theory. It’s exactly what we’ve built into our AI-driven omnichannel platform.

Here’s What That Looks Like

1. AI-powered, natural-language product search

Our AI understands more than keywords. It interprets intent, emotion, typos (“snekers”), and even mixed languages. So “something for dad who loves golf” isn’t confusing — it’s actionable.

2. Browsing and filtering inside the chat

Customers can say “Show me green options” or “What’s trending under $50?” — and get results instantly, with buttons to refine their preferences on the fly.

3. Personalized recommendations that feel human

We remember what someone browsed last week. We know when it’s sweater season. We suggest items in context — not just “popular picks,” but relevant ones.

4. Rich, shoppable product displays

From high-quality images to mobile-friendly descriptions to inline social proof — it’s all embedded directly in the chat.

5. Speed and scale, across all channels

WhatsApp, Facebook Messenger, SMS — we deliver fast, frictionless discovery anywhere your customer starts the conversation.

Discovery Is a Growth Strategy, Not a Feature

This isn’t about flashy tech. It’s about making product discovery feel easy, personal, and fun again — the way great in-store experiences always have.

We’ve seen that when you remove friction, keep people in flow, and respond with relevance, customers don’t just browse — they buy.

That’s why at Ephanti, we’re not just building for search. We’re building for discovery — at scale, in conversation, and with delight.

Want to see what this feels like?

Message us on WhatsApp at +1-510-465-1131 or try it on Apple Messages for Business. We’d love to show you what the future of commerce looks like — one conversation at a time.


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