Williams-Sonoma AI assistants drive customer engagement

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  "company": {
    "name": "Williams-Sonoma",
    "domain": "williams-sonoma.com"
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  "data": {
    "url": "https://www.retaildive.com/news/williams-sonoma-ai-assistants-drive-customer-engagement-conversions/829051/",
    "title": "Williams-Sonoma AI assistants drive customer engagement - and conversions",
    "author": "Kristen Doerer",
    "excerpt": "Customers who use Olive, Williams Sonoma’s AI agent, convert at three times a higher rate than those who do not. First published on Williams-Sonoma sees its customer service as a key aspect to its success as the company delivered another quarter of profitability despite a volatile macroeconomic backdrop. “We believe our strong brands, our execution, and our focus on customer service is why we are delivering and why we will continue to deliver in the balance of 2026 and over the long term,” Alber said. Comparable sales rose 6.2% year over year, and total revenue grew 6.7% year over year to nearly $2 billion, according to an earnings report. Williams-Sonoma is using AI to build on what it already does well, executives say. “So many aspects of our tactile and taste-driven business cannot be replaced by AI, but our processes can certainly be enhanced by it, especially in supply chain and inventory management and therefore customer service,” Alber said. It’s no secret that AI is only as good as its data, and Williams-Sonoma is confident in its reserves of first-party data. “We've talked about this before, but what we're doing is we're taking our advantages, category authority, decades of expertise, proprietary tech platforms, and our secret sauce, which is rich first-party data that nobody else has,” Sameer Hassan, chief technology and digital officer, said on the earnings call...",
    "summary": "Williams-Sonoma reported that its total revenue grew 6.7% year over year to nearly $2 billion in its latest quarter.",
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    "published_at": "2026-09-02T14:53:00Z",
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