How Zalando built, released and scaled its AI-powered assistant to be available to 50 million customers

Zalando, a leading fashion and lifestyle platform operating in 25 markets in Europe, is shaking up product discovery for 50 million customers. In pioneering a generative AI-powered assistant, Zalando has enabled its customers to find inspiration for the perfect product using only their keyboard, voice or just a few buttons.

By embracing human-centred design principles and balancing these with cutting-edge AI capabilities, the lifestyle and fashion platform has developed its AI assistant with trust and safety at its heart.

In this session, Jarno Koponen, Product Design Manager at Zalando, will share key insights and learnings from his team’s journey from concept to public launch in under 6 months. We will discuss how rapid iteration and customer-centric principles allowed Zalando to scale the assistant to millions of users, enhancing engagement.

Attendees will learn:

• From concept to scale: How to design and scale trustworthy and dynamic AI-driven tools to enhance CX
• Continuous improvement: Learn the role of real-world customer feedback in making your AI CX enhancements the best they can be.
• Customer centricity and innovation: Uncover practical ways to balance innovation with responsible, customer-centric AI design to ensure safety, accuracy and customer satisfaction.