The North Face improves omnichannel experience increasing customer satisfaction and loyalty with natural language processing
Summary:
The North Face leverages IBM’s Watson as a personal shopping assistant in their online shop to recommend products in natural language based on qualifying questions about location, temperature, among other factors.
Problem:
"Although e-commerce has seen large amounts of growth over the past few years many consumers still prefer to buy apparel items in-person. Traveling to brick-and-mortar locations allows consumers to try on different sizes, touch and feel the product and assess its level of comfort. Brick-and-mortar stores also give consumers a level of customer service that has yet to be achieved online, whether that is product feedback or recommendations from knowledgeable sales associates. In contrast, when shopping onine, it is estimated that about 70 percent of shopping carts are abandoned online before a purchase is complete." (buzzrobot)