Five Ways Victoria’s Secret & Co. is Using AI to Make Shopping More Personalized and Inclusive
Customer Company Size
Large Corporate
Country
- United States
Product
- Google Cloud's AI
- Vertex AI
- Looker
Tech Stack
- Generative AI
- AI-powered product search
- Business intelligence technologies
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Innovation Output
Technology Category
- Analytics & Modeling - Generative AI
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Retail
- Consumer Goods
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Replenishment
- Demand Planning & Forecasting
Services
- Cloud Planning, Design & Implementation Services
- Data Science Services
- System Integration
About The Customer
Victoria’s Secret & Co. is a leading retailer in the intimate apparel industry, known for its focus on celebrating and supporting women. The company offers a wide range of products, including bras, lingerie, and sportswear, catering to diverse customer needs. Victoria’s Secret is committed to providing a memorable and personalized shopping experience, whether in-store or online. The company serves a global customer base, with a strong presence in the United States and a growing international footprint. Victoria’s Secret is dedicated to inclusivity and personalization, striving to meet the unique needs of each customer, from sports enthusiasts to nursing mothers and breast cancer survivors. The company is continuously exploring innovative technologies to enhance its offerings and improve customer engagement.
The Challenge
Victoria’s Secret & Co. aims to enhance the shopping experience by making it more personalized and inclusive. The company recognizes the potential of AI and generative AI to transform customer interactions, especially for those who cannot visit physical stores. The challenge lies in replicating the intimate and personalized service customers receive in-store through digital platforms. This involves addressing diverse customer needs, from sports enthusiasts to breast cancer survivors, and ensuring that the online experience is as engaging and supportive as the in-store experience. The company is also focused on improving product discovery, understanding customer sentiment, and optimizing internal operations to better meet customer demands.
The Solution
Victoria’s Secret & Co. has partnered with Google Cloud to leverage AI and generative AI technologies to enhance the shopping experience. The company is implementing a generative AI virtual assistant powered by Google Cloud’s Vertex AI to provide personalized customer service online. This virtual assistant aims to replicate the 1:1 service customers receive in-store, offering tailored product recommendations and advice. Additionally, Victoria’s Secret is using Google Cloud’s Vertex AI Search to improve product discovery on its website and mobile app, making it easier for customers to find the perfect products. The company is also utilizing AI-powered product search features that allow customers to find products by uploading images. Furthermore, Victoria’s Secret is exploring Google Cloud’s Vertex AI and Looker business intelligence technologies to analyze customer sentiment and drive product innovation. These technologies help the company identify new trends and refine its offerings, ultimately reducing product development lifecycles. The company is also optimizing its supply chain and internal operations using AI to better forecast product demand and ensure timely product availability.
Operational Impact
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