In a strategic move to revolutionize its online shopping experiences, Victoria’s Secret & Co. (VS&Co) has entered into a multi-year partnership with Google Cloud. This collaboration aims to harness the power of Google Cloud’s AI and generative AI technologies, bringing a new level of personalization and inclusivity to the global customer base of Victoria’s Secret & Co.
With the retail giant’s website boasting over 500 million annual visits and continuing to grow, the partnership focuses on utilizing innovative technologies to create personalized customer experiences at scale. One of the key highlights of this collaboration is the exploration of a generative AI-powered conversational assistant, developed on Google Cloud’s AI platform, Vertex AI. This chatbot is designed to offer customers tailored product recommendations and valuable advice based on personal preferences and life experiences.
The ultimate goal is to cater to a diverse customer base, whether it’s a sports enthusiast, a nursing mother, a breast cancer survivor, or anyone seeking a new bra. The conversational chatbot, powered by generative AI, seeks to enhance the customer journey with meaningful interactions and customized assistance.
Building on the momentum of recent developments, including the acquisition of Adore Me in December 2022, Victoria’s Secret aims to leverage Adore Me’s technology and expertise. Adore Me has previously utilized Google Cloud’s Vertex AI platform and Duet AI for Google Workspace, creating synergy across brands. This partnership enables Victoria’s Secret & Co. to seamlessly integrate large language models developed by Adore Me.
Chris Rupp, Chief Customer Officer at Victoria’s Secret & Co., expressed excitement about the partnership, emphasizing the transformative impact of Google Cloud’s AI technologies on both customer experiences and internal innovation. The collaboration signifies a new era for Victoria’s Secret & Co., aligning cutting-edge technology with a commitment to enhancing the customer journey and solidifying its position as a retail leader.
Beyond customer-centric applications, Victoria’s Secret & Co. is actively exploring ways to integrate Google Cloud’s AI technologies into internal operations. Potential use cases include marketing initiatives, sentiment analysis, supply chain optimization, and personalized associate training programs.
Murali Sundararajan, Chief Information Officer at Victoria’s Secret & Co., highlighted the strategic implementation of AI to benefit customers and streamline operations. The brand envisions leveraging AI for various aspects, from international expansion planning to marketing development and supply chain optimization.
As part of the collaboration, Victoria’s Secret and Victoria’s Secret PINK aim to enhance their website and mobile app with Google Cloud’s Vertex AI Search for retail technology. This integration promises to elevate the search and recommendation capabilities, providing shoppers with a seamless and efficient product discovery experience.
Carrie Tharp, Vice President of Strategic Industries at Google Cloud, commended Victoria’s Secret & Co.’s use of AI and generative AI in driving strategic growth. The retail giant’s commitment to delivering exceptional customer experiences through technological advancements positions it at the forefront of retail innovation.
The choice of Google Cloud’s AI technology was influenced by factors such as its leadership in AI security practices and its ability to integrate flexibly with existing business systems at scale. This partnership marks a significant step forward in redefining the future of retail, where technology and innovation converge to create unparalleled shopping experiences.
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