How Zalando built, released and scaled an AI-powered assistant for 50 million customers
Hear how AI is enhancing product discovery at scale for one of Europe’s biggest lifestyle platforms
Extensive product catalogues may give customers more choice, but many need assistance to find the items that fit their needs.
To solve this problem, Zalando, a leading fashion and lifestyle platform operating in 25 European markets, shook up product discovery for 50 million customers with a pioneering a generative AI-powered assistant, which enabled customers to find inspiration for the perfect product using only their keyboard, voice or just a few buttons.
In this session from All Access: The AI Revolution in CX, Jarno Koponen, product design manager at Zalando, shares key insights and learnings from his team’s journey from concept to public launch in under six months. Talking to CX Network event producer Chloe Chappell, Jarno explains how rapid iteration and customer-centric principles allowed Zalando to scale the assistant to millions of users and enhance engagement.
