Macy's Testing In-Store AI Customer Service
Macy’s is testing artificial intelligence (AI) in 10 stores across the country. The department store chain is partnering with Satisfi for the “Macy’s On Call” app. Shoppers will be able to type in questions like, “Where are shoes located?” or “What floor is the bathroom?” and the bot will be able to respond. Macy's claims the answers aren’t just part of a pre-set script within the app, but the intelligence will evolve over time as it learns more about each store’s customers.
Total Retail’s Take: Department stores are huge and can definitely be overwhelming when you're trying to shop for one specific item. Getting a quick answer to a question is great. That said, is it really that difficult to properly train employees and keep them visible in-store? Personally, I'd much rather ask a store employee a question rather than use an app to get a simple answer. I guess Macy’s is catering to all people — whether they like to speak to other humans or not.
