Macy's introduced the 'Ask Macy's' AI chatbot, powered by Google's Gemini AI, across its digital platforms. The chatbot has shown remarkable success, with users spending 4.75 times more than non-users. This initiative comes as Macy's seeks to recover from a decade of declining sales, reporting a slight increase in comparable sales. Key features include a 'complete the look' option and a virtual try-on feature. The chatbot is expected to attract a younger customer demographic and enhance the online shopping experience.
"Shoppers who use the chatbot spend about 4.75 times more than those who don't, indicating a strong correlation between AI assistance and increased spending."
"The most popular features are the 'complete the look' option, where the bot suggests accessories to go with an outfit, and a virtual try-on feature."
"Chief Customer and Digital Officer Max Magni explained that customers may be primed to spend more because they're looking for a specific item, rather than just browsing."
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