Supporting Smarter Shopping and Faster Decisions with AI at Kohl’s
At Kohl’s, our teams are dedicated to making shopping easier for customers while giving associates the tools they need to deliver a better experience. As new technologies emerge, we are constantly looking at how to use them to best serve our customers and teams.
Making Gifting Easier Through Guided Discovery
Finding the right gift isn’t always easy. Whether it’s Mother’s Day, a birthday, or another special occasion, many shoppers hit that moment of, “Where do I even start?” With so many options, shopping for someone else can quickly feel overwhelming.
Kohl’s is making gifting easier with its new Gift Finder for Mother’s Day, a conversational AI agent designed to help customers quickly turn ideas into the perfect choice. Built with Google Cloud’s Gemini Enterprise for Customer Experience, the Shopping agent acts as a dedicated companion, offering personalized gift ideas based on mom’s interests, hobbies, and style. Shoppers can also upload an image to find similar items or spark new ideas, then seamlessly browse recommendations, view product details, and add items to their cart - all without leaving the chat.
The Shopping agent was designed to help Kohl's customers shop, whether they’re budget-conscious, planning ahead, or picking something up at the last-minute. Each interaction helps Kohl’s better understand customer needs, shaping how the experience evolves over time.
Evolving How Associates Engage with Data
Kohl’s is also exploring new ways to strengthen the way associates access and use information through a new AI analytics tool powered by Google Cloud’s Conversational Analytics in Looker. Teams are beginning to test a more intuitive, conversational approach to working with data.
With the tool, associates will be able to ask straightforward questions to compare product trends by category or brand or better understand what may be driving results, without needing to pull multiple reports or manually compile data. As the tool continues to evolve, it has the potential to streamline access to information and enable deeper exploration, helping teams gather insights more efficiently to support a seamless, customer-first experience.
Together, these enhancements are part of how Kohl’s is using technology to make shopping easier, remove friction, simplify decisions, and deliver more meaningful experiences along the way.
