Macy’s recognizes that shoppers are increasingly turning to online and mobile channels to browse for merchandise and make purchases. To optimize the shopping experience, Macy’s enhanced its website with a virtual agent based on the Microsoft Dynamics 365 AI solution for customer service. With deep connections to back-end systems, the virtual agent can take action to solve customer issues and transfer customers seamlessly to a live agent if necessary. The virtual agent is already answering more than one quarter of customer queries and Macy’s plans to expand it to additional shopping channels.