Victoria's Secret adopts AI for enhanced shopping experience

One of the features includes the use of a chatbot.

Victoria's Secret & Co. (VS&Co) has struck a strategic, multi-year partnership with Google Cloud to provide its customers with a more personalised and improved customer experience.

In a statement, VS&Co will leverage the tech company’s specialty features, enabling the brand to create a new generative AI-powered conversational assistant. The potential chatbot will be designed to offer tailor-made product recommendations, product detection and customer advice, based on personal data and preferences.

As its website has seen more than 500 million annual visits and growing, VS&Co sets its aim to create more personalised and inclusive online shopping features for its global customers.

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“The integration of Google Cloud's AI and generative AI technologies will not only improve the online shopping experience for our customers, but also will empower our internal teams to drive innovation across various business functions,” Chris Rupp, chief customer officer of Victoria's Secret & Co, stated.

The partnership is one of Victoria's Secret’s numerous efforts to integrate AI technology into its operations. In December 2022, it purchased the direct-to-consumer company Adore Me, aiming to use its technology and expertise to enhance the shopping experience of its brand and improve its digital platforms.

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