Understanding the Application of AI-enabled Chatbots in Luxury Fashion Retailing

Ni Zeng (), Gianpaolo Vignali () and Daniella Ryding ()
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Ni Zeng: University of Manchester
Gianpaolo Vignali: University of Manchester
Daniella Ryding: University of Manchester

A chapter in The Garment Economy, 2023, pp 369-388 from Springer

Abstract: Abstract In recent years, chatbots, also known as dialogue/conversational systems/agents, have gotten a lot of attention and have been widely used in the fashion industry, facilitating interaction between customers and brands while also changing customer value. Furthermore, fashion brands are using chatbots to deliver personalised customer experiences because of the development of e-commerce. Despite the numerous advancements made in recent decades, chatbot technology is still in its early stages. It appears that there is still a temporal gap between what AI-chatbots might be capable of and their actual implementation. Thus, it is important that both retailers and academies understand the opportunities and challenges of using chatbot technologies. Based on this situation, the aims of this chapter are to provide readers with an initial understanding of the application of chatbot technologies in luxury fashion retail and the opportunities and challenges of chatbot technologies. To achieve the research aims, this chapter introduces the origins and background information about chatbot technology and its application in the fashion industry and critically evaluates the literature on the application of chatbot technology in the fashion industry. In addition, this chapter highlights and identifies the opportunities and challenges of chatbots in the luxury fashion industry. Finally, this chapter proposes eight relevant topics that have been addressed by text-based chatbot research in recent years, with a particular focus on luxury fashion retailing.

Keywords: AI; Chatbots; Fashion industry; Technology innovation; Customer experience; e-commerce (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-031-33302-6_19

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DOI: 10.1007/978-3-031-33302-6_19

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