Macy's and IBM Watson are providing a new AI-delivered service for clients, 'Macy's On Call.' Using their mobile devices, clients can access the the program to interact with AI 'IBM Watson,' which is set up through engagement platform 'Satisfi.'
Macy's and IBM hope that the pilot program will improve consumers' in-store experiences. The AI will provide customized answers to client questions that are posed in natural language. According to IBM, the pilot version of Macy's On Call will be focused on three areas: "each store’s unique products, services and layout."
The initiative will be rolled out at 10 locations across the US: five with the self-serving option and five with an additional feature that allows consumers to ask for face-to-face assistance with special store personnel.
The Macy's and IBM Watson pilot program may prove to be a new way for retailers to interact with and influence consumers.