More personal and smarter - the Zalando Assistant with enhanced capabilities to inspire customers
More personal and smarter - the Zalando Assistant with enhanced capabilities to inspire customers
Since October 2024, the Zalando Assistant has been live for logged-in customers in all 25 Zalando markets, giving fashion advice in local languages. So far, over 2 million customers have used it to get inspired and find items they love. Now, Zalando is rolling out a significant update to its assistant, enhancing its capabilities with a vibrant new look, deeper personalisation, and increased context awareness to offer even more relevant and seamless fashion recommendations.
The new version of the assistant is now live to all logged-in customers and can be accessed via web and app with a:
New look & feel
The refreshed look makes interactions even more engaging and seamlessly blends style with functionality. Whether customers are searching for outfit inspiration or specific products, the assistant’s enhanced visual appeal ensures an improved and enjoyable user experience. The more colourful and dynamic design of the updated assistant aligns with Zalando’s updated brand positioning.
Deeper personalisation
The assistant is now connected to customer accounts, allowing it to understand individual preferences and shopping history. This deeper level of personalisation enables more relevant and tailored recommendations. During a pilot phase, we observed a +40% increase in high-value interactions - e.g. a like or an add to card - demonstrating how relevant and personalised suggestions enhance the shopping journey and drive customer satisfaction.
Context awareness
Another key advancement is context awareness. The assistant can now recognise where customers are within the Zalando platform and provide tailored conversation starters accordingly. For instance, if a customer is browsing the denim section and opens the assistant, it will acknowledge this with prompts like, "I see you are interested in Women's jeans" and suggest relevant queries such as "Show me flared jeans." This level of contextual intelligence makes it easier for customers to find exactly what they need.
"We’re thrilled to bring this next evolution of our AI assistant to our customers," says Tian Su, VP Personalisation & Recommendation at Zalando. “The assistant is now smarter and more personalised than ever. By providing this more personalised and contextually relevant support, we are empowering our customers to make informed choices and find exactly what they're looking for. We're continuing to create a truly seamless and enjoyable experience - reflecting our commitment to building an entertaining and immersive digital shopping journey. In addition, our assistant was also upgraded to be more visually pleasing for our customers.”
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About Zalando
Founded in Berlin in 2008, Zalando is the leading European technology platform for fashion and lifestyle. Connecting 62 million active customers with more than 7,000 brands across 29 markets, our business is built on a unique AI-powered data and infrastructure platform. For our customers, our multi-app approach - comprising Zalando, ABOUT YOU, and Lounge by Zalando - delivers an inspiring, highly personalized shopping experience, serving different customers with different needs. For our partners, we are building the operating system for e-commerce. Through ZEOS, Tradebyte, and SCAYLE, we open our logistics, software, and service capabilities to brands and retailers, enabling them to seamlessly scale their businesses across borders.
For further information, please visit: corporate.zalando.com/en
Contact Corporate Communications
Corporate Communications
press@zalando.com