Executive Summary
Macy’s has rolled out a Google Cloud–powered AI agent called Ask Macy’s, a concierge that leverages multimodal capabilities to move sales along and sort through the retailer’s 2.5 million stock-keeping units (SKUs).
The Ask Macy’s concierge is powered by Google Gemini Enterprise for Customer Experience and is one of a bevy of customer references highlighted by Google Cloud.
Although the Ask Macy’s debut rolled out in four weeks, the big picture revolves around how Macy’s integrated the concierge with existing systems, developed an interface, and added features. Ask Macy’s rolled out across Macy’s properties, including the website and apps, in March 2026.
The early data from Ask Macy’s indicates that it is driving engagement and revenue per visit that’s 4.75 times as high as with consumers who haven’t used Ask Macy’s. According to Chad Westfall, Macy’s senior vice president of technology product development and customer experience, Ask Macy’s is an effort to “remove friction and elevate retail shopping for our customers” as well as “help them feel guided, understood, and confident.”
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