Macy's and Mall Intelligence

In CustomerThinks.  Mall AI,  Previously described.  To what degree is conversational retail enough?

If you follow retail trends, you know that department stores are in trouble.

As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person.

One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.

In 10 of its U.S. locations, Macy’s shoppers can now use artificial intelligence through their mobile devices to help them navigate the shopping experience. The “Macy’s on Call” service allows customers to type natural language questions into Macy’s website instead of asking a sales associate. But unlike most online chat tools, this one is powered by IBM’s Watson cognitive computing service. Over time, Watson will learn to give better answers and customize them to specific stores.  ....   " 

Macy's Tests Watson AI

In Yahoo Finance.  some of the details are interesting. Most interesting would be, the value of services a system provides, beyond just specials based on loyalty information and location.

" ... Macy's is testing a mobile tool using artificial intelligence that lets shoppers get answers customized to the store they're in — like where a particular brand is located or what's in stock — that they would normally ask a sales associate face-to-face.

The tool, which the nation's largest department store chain calls a "mobile companion," can be accessed for now through a browser and will accept questions in 10 U.S. locations about products, services and facilities. It uses natural language and offers feedback in seconds.

It's developed by IBM Watson — the Jeopardy-winning "cognitive computing" service and is designed to keep learning more about the store's customers. That's a key element as Macy's seeks to spur sluggish sales, make being at the store more enjoyable and distinguish itself from online portals and specialty retailers.  .. "