John Lewis Partnership, the department store owner, is set to introduce an AI customer service bot in the next year after it signed a “bargain” £100 million agreement with Google.
Also, providing foundations for “augmented reality” services, the deal with the John Lewis Partnership, which also covers the Waitrose brand, aims to improve interior design through a device as well as leverage AI to enhance its services and reduce reliance on third-party software developers.
Last month, John Lewis launched a service where customers can try on clothes virtually, by uploading a headshot of themselves and providing their height and weight.
Ramping up the use of AI, the changes are seen as a means to amplify productivity rather than lead to job cuts or store closures, Zak Mian, the company's chief technology officer, emphasised.
Adding that the integration of technology would produce “more timely, relevant and personalised” offers, Mian said a full switch to AI-led automation at Waitrose stores still hangs in the balance.
“The jury’s out if customers want assisted service in a grocery shop or for it to be fully automated. A lot of our customers like our service of the fish, meat and cheese counter at the back of the shop — that makes a difference,” said Mian.
Calling the deal a “bargain”, he claimed the real value will come from the innovation that is unlocked as part of a broader transformation.