MINNEAPOLIS–Credit unions watching how artificial intelligence is playing out might want to pay attention to Target’s latest initiative.
The national retailer said it has built a chatbot, called “Store Companion,” which is to appear as an app on a store worker’s hand-held device. The chatbot can provide guidance on tasks like rebooting a cash register or enrolling a customer in the retailer’s loyalty program.
The idea is to give workers “confidence to serve our guests,” Brett Craig, Target’s chief information officer, said in an interview with the New York Times.
Test in 400 Stores
According to the report, Target is testing the device in 400 stores and plans to make the app available to most workers across its nearly 2,000 locations by August.
As the retail industry experiments with generative A.I., some see its potential to eventually make in-store shopping feel more like online shopping, said Roy Singh, the global head of Bain & Company’s advanced analytics practice, told the Times.
“Retailers have personalized online shopping for customers with things like predictive technology, which suggests items to buy. Shoppers also see e-commerce as more convenient than having to walk in a store and track down workers,” according to the Times. “The Target app is meant to help workers assist shoppers with their questions faster.”
What About Jobs?
Asked whether the tool will lead to the replacement of workers—a fear expressed in credit unions as well—Target’s Craig responded, “I believe the relationship between people and technology is so very important. We’re here to make sure that they get the right tools to do their work.”
The report further noted Walmart recently expanded access to the AI tool it had started using in its corporate offices last summer for use in its retail stores, rolling it out to 13,000 managers of its Sam’s Club stores.
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