AI for payment and customer relations: towards a smooth, personalized and secure shopping experience
The 2025 edition of Vivatech highlighted a major theme: the rise of artificial intelligence applied to payment solutions. Smart terminals, embedded chatbots, voice assistants and contextual recommendation systems all demonstrated their ability to transform the payment stage into a fluid, personalized and secure experience.
Ai no longer simply answers online queries or optimizes inventory, it is now becoming an integral part of the shopping journey. The result? Simpler, more efficient paths, and an enriched customer relationship from the very moment of the transaction.
By Jean-Philippe Niedergang, Castles Technology CCO Group & CEO EMEA, Pacific and LATAM
Integrated chatbots: instant dialogue at the point of sale
Chatbots first appeared on websites and mobile applications, but today their integration into physical purchasing paths is opening up new perspectives. When a customer is unsure about a product, or needs additional information (warranty, availability, features), they are able to interact in real time with a conversational agent via a dedicated kiosk. The agent provides precise, instant answers, without having to call in a salesperson.
This type of assistance reduces friction and queuing, and reassures customers in their decision-making process. It also captures valuable data on preferences or frequently asked questions, useful for adapting the offer or improving service.
Voice assistants: smoother interaction
Another major innovation is the integration of voice assistants into payment terminals. Thanks to voice commands, customers can easily interact with the interface, ask a question or finalize their payment, all without touching the screen. This mode of interaction, already popularised with smartphones or connected speakers, encourages more intuitive and accessible use, particularly for the elderly or those with reduced mobility.
In the context of payment, the voice assistant can also accompany the customer during the purchase process, particularly at self-service checkouts, by offering additional options such as sending a receipt by email, checking loyalty point balances or accessing current promotions.
Intelligent security: AI at the heart of the fight against fraud
While artificial intelligence enhances the customer experience at the point of payment, it also plays a crucial role in security, and an active part in fraud detection and prevention. In 2023, total fraud for all cashless instruments combined (credit transfers, direct debits, card payments, e-money transactions) amounted to 2 billion euros across the EU/EEA . This increase is marked by manipulative consumer scams. Shopping malls and physical points of sale are particularly targeted during busy periods, when cards can be cloned or sensitive information stolen.
Against this backdrop, the evolution of payment terminals relies on the integration of advanced security technologies, including multi-factor authentication (MFA), AI and behavioral analysis. MFA enhances security by adding an authentication step, such as code, fingerprint or facial recognition. Artificial intelligence and analytics technologies enhance security by identifying in real time unusual signals that may indicate a risk. Their seamless integration into payment flows guarantees a high level of protection without altering fluidity or the user experience.
Intelligent recommendations: personalizing the purchasing act
Artificial intelligence also enables terminals to offer personalized recommendations based on the customer’s purchasing profile. By cross-referencing loyalty, purchase history and current basket data, they can suggest relevant complementary products: an accessory, a special offer, or a novelty in line with the customer’s habits.
This approach, inspired by e-commerce platforms, adds real value at the moment of payment. It transforms a simple transactional act into an opportunity for personalized advice, promoting an enriched experience while improving customer satisfaction.
Artificial intelligence applied to payment and customer relations thus paves the way for more intelligent, human and efficient commerce. By integrating chatbots, voice assistants and recommendation engines directly into terminals, retailers are modernizing the shopping experience, while gaining in operational efficiency. Payment becomes a fully-fledged stage in the customer journey: enriched, interactive and fully personalized.
