Case Study: Macy’s transforms online customer service with Microsoft Dynamics 365 AI

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

Macy's, a major US retailer, sought to enhance its online and mobile shopping experience to better serve customers shifting to digital channels. To address this challenge, Macy's chose to implement a virtual agent powered by the Microsoft Dynamics 365 AI solution for customer service.

The Microsoft solution provided a deeply integrated virtual agent that could answer queries and take direct action by connecting to Macy's back-end systems. This resulted in the virtual agent resolving over a quarter of all customer inquiries, freeing live agents for more complex issues. The significant business impact supports Macy's ongoing double-digit online growth, and they plan to expand the Microsoft-powered agent to new channels.

Macy’s

Joe Timem

Vice President, Call Center and Credit Systems