The US challenged retailer, Macy’s is testing a mobile tool using artificial intelligence that helps customers find where products are based in the store they are in (easily accomplished through gps location services). Finding products, category sections, confirming inventory are all features of this app that were normally answered by sales associates.
It will be interesting to see whether their new app is designed to improve customer service while reducing labour costs and how customers will rate the shopping experience.
This might be handy for grocery store shopping trips – where the app measures the fastest route for the shopper to travel to get the products and leave the store. Going against all traditional wisdom of driving impulse sales, apps like this might succeed with certain customer groups that value their spare time and dislike the “wandering” often associated with looking for goods.