AI-Powered Commerce: Can Your Business Deliver What You’ve Really Promised?
By Zurain Syahira · 21st October, 2026
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At ConverXion KL 2026, the closing panel on AI-powered commerce kept coming back to one point: AI is only as good as the business behind it.
Kuala Lumpur, 15 October 2026 – More than 100 attendees gathered at Aloft Kuala Lumpur Sentral for ConverXion KL 2026, a one-day summit on AI in customer experience, sales and marketing organised by Mimin.
The afternoon closed with the panel "AI-Powered Commerce: Can Your Business Deliver What the Conversation Promises?", moderated by Ezri Nor Syafren of TechTamu. Joining him was Nadia Amir, Partnership & Community Manager at EasyStore, Carol Lim, COO of Revenue Monster, and Brian Pua, CEO of O'Briens Irish Sandwich Cafe.
The gap between what customers expect and what businesses can deliver
Ezri opened by asking where the biggest gap lies.
Brian Pua, speaking from running a multiple outlet café business that takes digital orders, mentioned that fast ordering sets an expectation that food will be ready on arrival, but busy periods can stretch that.
Not a channel problem, a connection problem
Nadia Amir said many SMEs don't struggle with being on websites, marketplaces, social platforms and bazaars. The harder part is consolidating all the orders and customers coming in from them, and still delivering on the promises made. She described the friction: separate tabs for each channel, separate airway bills, and a stock or accounts manager pulling everything together in one Excel sheet at the end of the day.
Unifying channels, whether with AI or software like EasyStore, gives merchants better customer data, faster reports on which channel is performing and a live view of fulfillment, so they can respond faster.
She gave an illustration: a shopper in Ampang asks whether a bag is in stock, the AI says yes and invites them to visit, but in reality, the item sold out six months ago and the customer ends up frustrated.
Her advice was to consolidate logistics, payments and products into one source of truth, so the answer a customer gets is accurate, leading to a trusted and seamless shopping experience.
Alignment, loyalty and the road to conversational commerce
Carol Lim, COO of Revenue Monster said AI also fails when it isn't a whole-company effort. Larger organisations often have IT, operations, sales, branding and digital marketing working separately, so a rollout stalls once costs add up. Her answer was consistency across the organisation.
She described Revenue Monster's role as helping to close the loop between online and offline sales, and argued that loyalty should not be purely transactional.
What business owners can do tomorrow
When asked for one practical step that businesses can do tomorrow, the panel gave these:
If there is one thing to take from the summit, it is that ConverXion KL 2026 showed how AI can
help businesses and SMEs grow with greater confidence.
By bringing together data, automating everyday tasks, and turning insights into action, businesses can give their teams more time to focus on customers, deepening insights and take action quicker on new opportunities.
