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Help, right when shoppers ask: we gave Nike stores a voice-driven assistant.

Nike is a leading sports brand that serves athletes of every kind, from kids and beginners to pros and teams, through innovative products, services and experiences.

Working with Nike's product and innovation leaders, Wildstream implemented speech recognition and natural-language processing that route in-store customer requests to nearby staff with the right inventory.

Nike
  • Applied AI

Faster assistance

Customers get help sooner, because each spoken request goes straight to a nearby staff member who can handle it

Fewer missed sales

Stores reduce missed sales opportunities by connecting shoppers with staff before they give up and leave the store

Inventory-aware routing

Requests are routed to staff who have the relevant inventory, so the person who responds can actually help the customer

Applied AI

Voice-Driven In-Store Assistance

In busy stores, customers struggle to find the right product or a staff member who can help, leading to missed sales. In busy retail stores, locating the right product or the right person for assistance is often hard. When help is not at hand, shoppers leave without buying.

Faster assistance

Customers get help sooner, because each spoken request goes straight to a nearby staff member who can handle it.

Fewer missed sales

Stores reduce missed sales opportunities by connecting shoppers with staff before they give up and leave the store.

Inventory-aware routing

Requests are routed to staff who have the relevant inventory, so the person who responds can actually help the customer.

What we did

Speech recognition and NLP interpret customer requests and route them to nearby staff who have the relevant inventory, for faster service.

Sponsored by Nike's product management and innovation leadership, Wildstream implemented speech recognition and natural-language processing that interpret customer requests in store. Each request is routed to nearby staff with the relevant inventory, who can then come to the customer directly.

How it works
  1. A customer speaks a request in the store
  2. Speech recognition converts the request to text
  3. NLP interprets what the customer needs
  4. Nearby staff with the relevant inventory are identified
  5. The request is routed to them for a quick response
Key capabilities

Speech recognition

Spoken customer requests are captured and transcribed accurately, even against the background noise of a busy retail store.

Request understanding

Natural-language processing works out what the customer is looking for from everyday wording, without fixed commands.

Smart staff routing

Each request goes to nearby staff members who have the relevant inventory, rather than to whoever happens to be free.

Technology
  • Speech recognition
  • Natural-language processing
Impact

Customers ask out loud, and the request reaches a nearby staff member with the right product

Better store visits

Shoppers spend less time looking for products or for help, which makes visiting a busy store far more pleasant.

Staff time well spent

Requests reach the people best placed to answer them, so staff spend less time redirecting customers to colleagues.

Service at peak times

Routing helps store teams keep service steady during the busiest hours, when finding help is usually hardest for shoppers.

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