Login or e-mail Password   

Macy’s tests artificially intelligent customer service

artificial intelligence, AI, natural language processing, machine learning, Macy’s
Views: 529 Created 08/01/2016

In the internet age, department stores are taking a big hit. Sears is in a downward spiral that it likely won’t recover from and Macy’s sales have been trending downward as well. But unlike Sears which wasn’t quick enough to adapt to the changing industry, Macy’s is looking to harness the power of artificial intelligence to turn things around.

Almost everyone has had the experience of waking into a department store and not being able to find an employee to help them. They’re either stuck behind a cash register ringing up merchandise or they’re already assisting other customers. That could all change if Macy’s experiment goes as planned.

They’re currently testing a new mobile tool, which they call a “mobile companion” in 10 of their U.S. locations. It’s developed by IBM and uses natural language processing and machine learning to assist customers. Customers can ask it where to find a certain brand or type of product and it can lead the customer right to it. The tool can also sense when a customer is growing frustrated and can summon a customer service rep to come and offer additional assistance.

The goal is that this mobile tool will free up employees to handle only the most difficult situations while AI takes care of the more mundane requests for help. If the mobile tool is effective, it could be rolled out in Macy’s stores nationwide. Only time will tell if it’s enough to turn things around for the struggling department store chain.

Artificial Intelligence News brought to you by artificialbrilliance .com

Source: cio-today .com/article/index.php?story_id=112003LUKJC0

Similar articles

comments: 8 | views: 9424
comments: 0 | views: 4883
comments: 14 | views: 27989
comments: 3 | views: 3911
comments: 10 | views: 7957
comments: 2 | views: 24179
comments: 14 | views: 46904
comments: 3 | views: 13457
comments: 11 | views: 5740
comments: 14 | views: 15662

Related topics

No messages

Add your opinion
You must be logged in to write a comment. If you're not a registered member, please register. It takes only few seconds, and you get an access to additional functions .

Users online: 136
Registered: 107.588
Comments: 1.501
Articles: 7.248
© 2005-2018 EIOBA group.