Imagine this: You walk into your favorite store and the sales associate welcomes you by name. She or he lets you go about your business, but on-demand shares with you which of their latest products you would most likely be interested in.
Such recommendations, powered by artificial intelligence, are a very familiar experience online these days, but they’re also increasingly being worked towards in the brick and mortar retail world.
A multitude of different technologies lie at the heart of achieving this, but namely it’s a connection between CRM and machine learning, all with that layer of identification placed on top to deliver results for the specific customer in question.
Your mobile device usually plays a key role in making the ID part possible, but facial recognition is another such way.
Lolli & Pops, a candy store based in the US with roughly 50 doors, is one such retailer experimenting with this. A proof of concept called Mobica, which is powered by Intel, was on show at NRF’s Big Show in New York this week. Using computer vision, it’s a facial recognition loyalty scheme designed to drive VIP consumer engagement.
The opt-in experience (shoppers literally have to enrol their face to be a part of it), means anyone entering the store is recognized in real-time by an app the sales associates are using on their tablet devices. From there, they are able to tell the individual’s taste profile, know for instance if they’re allergic to peanuts, and be able to personally recommend great products to them via AI-enhanced analytics accordingly.
“It’s designed for their loyalty shopper, so about wanting to make them feel really special,” Stacey Shulman, Intel’s chief innovation officer for its Retail Solutions Division, told me. “Privacy isn’t an issue because they have such a strong relationship with their customers and are trusted by them already. It all starts with service and a connection to the customer.”
You can easily imagine the same VIP concept being applied at the likes of Sephora for beauty, or even in an apparel merchant.
Other facial recognition technology on show at NRF enabled special, personalized deals to surface on screens in real-time, demonstrated a restaurant that allows customers to pay by face, and also touted broader data collection opportunities around demographics and store-traffic patterns.
It was the customer service piece that felt particularly pertinent however. As Shulman explained: “Technology today needs to not be at the forefront. It needs to be the helper at the back. When done right, it enables people to get back to the customer and back to what’s important. That’s what we see here; it’s not about the facial recognition or the AI, it’s about the experience the customer then has. The differentiator between a brick and mortar store and Amazon today is customer service. We can’t compete on price and selection anymore, so we have to go back to service. If we don’t we will have a problem.”
The Lolli & Pops facial recognition initiative will roll out to stores in the coming weeks, according to Shulman.