• by Chuck Martin , December 13, 2017

A new AI chatbot to engage with customers and provide faster customer service is being added by Mall of America.

The chatbot will reside on the mall website, mobile app and Facebook page and be added as an Amazon Alexa skill, according to Satisfi Labs, maker of the chatbot.

The chatbot will be location based and use multiple data feeds over different customer touchpoints, to answer questions in natural language in real time.

The bot will be able to answer complex questions around gifting, food recommendations, attractions and holiday events happening in America’s largest mall, based on a shopper’s location, according to the company.

“This dynamic chatbot will answer visitors’ questions in real time through whichever channel they feel most comfortable using, whether it be Facebook or Mall of America’s app or website,” stated Don White, CEO and co-founder of Satisfi Labs.  

The chatbot is part of a larger digital transformation for Mall of America that includes in-mall activations including the Softbank humanoid robot Pepper. Along with providing food and event recommendations, the chatbot can accomplish the following tasks:

• Provide directions to stores, restaurants, attractions and services based on current location
• Answer customer inquiries on deals, gifting recommendations and holiday events in the mall  
• Recommend the mall’s top gift items and brands and direct shoppers to the stores that carry the brands
• Connect a shopper with a digital guest service representative in real-time if an ongoing AI conversation requires more information