Case Study: Macy’s transforms online and mobile customer service with Microsoft Corporation's AI-driven virtual agent

Macy’s uses AI-driven virtual agent to transform online and mobile customer service

Macy’s, a major U.S. retailer, wanted to improve online and mobile customer service as shoppers increasingly moved between digital channels. To meet that need, Macy’s worked with Microsoft Corporation and chose the Microsoft Dynamics 365 AI solution for customer service to power a virtual agent on macys.com.

Microsoft Corporation helped Macy’s deploy an AI-driven virtual agent tightly connected to back-end systems so it could answer questions, resolve issues, and hand off smoothly to live agents when needed. Within a month, the bot was already handling more than one quarter of customer inquiries, freeing call center staff for more complex cases, and Macy’s reported that the Microsoft solution had a significant business impact as it continued growing its online business.

Macy’s

Joe Timem

Vice President, Call Center and Credit Systems