Foot Locker is using artificial intelligence (AI) to improve customer experiences.
The athletic footwear and apparel retailer is unifying its various streams of customer feedback data for enhanced analysis with artificial intelligence. In an email to Chain Store Age, Foot Locker said it is applying AI-based natural language processing (NLP) and text analytics technology to better understand and react to the customer feedback data it collects via channels that include email, call center, surveys and social media.
To collect, analyze and visualize that data, Foot Locker has traditionally used multiple SaaS-based data analytics vendors, depending on where the data is stored. And while the retailer has always maintained an active customer experience program, it has faced numerous challenges with its analytics. These included an inability to automatically categorize documents using a common taxonomy, inability to have a uniform view of feedback data coming from disparate sources, collection of unusable/inaccessible data, and lack of visibility into how its systems were generating analytical results.
Source: Chain Store Age
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