David Blecken
Aug 29, 2018

How Uniqlo developed its ‘digital concierge’ voice service

Inside the company's ambitious, and unfinished, plan to build a proactive, AI-powered shopping assistant that's plugged into inventory systems and consumer desires.

A screenshot from a promotional film to launch Uniqlo IQ

Last month in Japan, Uniqlo launched Uniqlo IQ, a predictive service built on Google’s Dialogflow platform and designed to make it easier for customers to find things they want to buy. The developers of Uniqlo IQ acknowledge the limitations of AI but see the service as the start of a shift from reactive to proactive customer service that has implications beyond the retail sector.

A first for the fast-fashion giant, the initiative was developed...

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