"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."
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.
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