Old Navy CEO confirms rollout of ‘sophisticated’ tech feature at 1.2k stores that promises ‘better’ shopping experience
OLD Navy is rolling out some serious tech to revamp the in-store shopping experience.
The new system promises to make finding customers' sizes, colors, and styles a whole lot easier.
The high-tech setup uses RFID, artificial intelligence, and computer vision to track inventory in real time, so no more endless searching for that one elusive pair of jeans.
Starting soon, 1,200 Old Navy stores across the US will be equipped with RADAR, a system that lets employees find products instantly, per a news release.
Shoppers can expect faster service, fewer empty shelves, and better in-store stock overall.
RADAR is part of Old Navy’s push to get ahead in retail.
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The system will help staff track items with pinpoint accuracy, making it easier to manage restocks and fulfill online orders picked up in stores.
"Building on the rigor and discipline that is now core to how we operate, this new technology can place power in the hands of our frontline teams to better serve our customers," Haio Barbeito, Old Navy President and CEO, said in the release.
"In 2025, we are focused on innovating as we pave the way for momentum in the years ahead," Sven Gerjets, Gap Inc.'s Chief Technology Officer also added.
"With Radar's always-on RFID technology, we will look to transform our stores into truly connected spaces, starting with Old Navy."
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RADAR’s AI-powered analytics will also help Old Navy prevent losses and improve overall stock management.
Employees will have the tools they need to quickly restock shelves and find products even if they’re buried in the back.
By tracking products down to the shelf level, RADAR gives Old Navy a chance to keep up with customer demand without overloading stores with too much product.
The new system builds on a successful trial run at select stores.
"Old Navy is one of the most iconic American brands, and we could not be prouder to officially launch this partnership following pilots across select stores to ensure that Old Navy brand fans are even better served," said Spencer Hewett, Founder and CEO of RADAR.
"We will provide store teams with e-commerce-level inventory and product insights, enabling them to manage physical stores with the same precision as their online operations," he added.
What is a retail chatbot?
Retailers are turning to artificial intelligence to personalize and improve the shopping experience.
Retail chatbots are automated virtual customer assistants that can drive sales and help shoppers by answering questions and providing suggestions.
Chatbots are used with generative AI and typically have natural language processing capabilities so they can respond to human speech.
Using AI a chatbot can learn over time, meaning the more interactions it has, the better it will become.
Chatbots are great for:
- Increasing personalization
- Reducing costs and improving return on investments
- Improving customer service
They can also be used to extend customer support hours, track orders, collect feedback, and find brick-and-mortar locations for shoppers.
Source: Freshworks
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RADAR already powers inventory optimization in nearly 600 stores across the US and Canada, and has raised over $100 million from top retailers and investors.
It demystifies what is happening inside retail stores, all while eliminating the consumer pain point of the item you want being out of stock or hearing:
"I think we might have it, let me go check in the back."
Old Navy is owned by Gap Inc. which also owns Gap, Banana Republic, and Athleta.
Between 2021 and 2022, 15 new Old Navy stores were opened.
The brand has found imaginative ways to add value to its consumers through product innovation and new store policies.
Some restaurants are also moving forward with AI updates.
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McDonald's recently confirmed a makeover at its over 43,000 locations with new systems to improve back-of-house operations.
Wendy's has also started AI chatbot tests at drive-thrus for hundreds of restaurants.