specific store, you can browse the stores and, when you
select one (say, Levi’s), they’ll give you a bird’s eye view of
the route with directions and walking time estimates.
The wayfinding kiosk can also instantly share and
visualize the route on your smartphone through a text-to-phone feature. The new technology has cut down the
average search time from three minutes to just under
40 seconds. And now, the wayfinding kiosks can give
directions in nine different languages.
Alongside the wayfinding application, the kiosk also
enables guests to connect directly with the Mall via live
team members and an artificial intelligence (AI) chatbot,
capable of answering questions, giving recommendations
or connecting visitors with a human concierge if more
information is needed. These Mall experts are standing
by to clear up any lingering location or event questions
you might have. Send a text to the listed number on the
kiosk—the Mall has over 700 Wi-Fi access points—and
you’ll receive a response almost instantly from a team
member or, in some cases, even the AI chatbot. It’s a nice
feature when you’re looking to catch a movie at CMX
Market Cinema Experience or see a comedy show at the
House of Comedy but need more information about show
times and ticket prices.
The technology innovations at the Mall are geared
toward making things more efficient, but they’re also
designed to put a smile on your face. To that end, the Mall
has introduced Pepper, the customer service robot.
This four-foot-tall white robot looks like a friendly
Martian who has beamed down to the Mall to help you
find your way. Ask her questions about events happening
in the Mall, store hours and directions, and she can
help you. However, she’s more than a Mall of America
encyclopedia—she has her own personality, too. She likes
talking about her favorite movie (“Terminator”) and her
birthday (she’s 3 years old). She’ll even pose for a selfie
with anyone who asks.
“She likes to dance,” says Townes. “Kids understand
Pepper and the rest of the Mall’s new tech are here to
immediately how to work with her. Everyone seems to be
really happy with her.”
Pepper was introduced to the Mall during the 2017
holiday season, and since then, she has been a playful new
way for the Mall to accommodate guests. Everyone from
children to the elderly are enchanted by Pepper’s spirit.
“She has really great expressive eyes and human-like
hands, so people are really enjoying it,” says Townes.
make an already unique guest experience even better.
After all, the Mall is great for shopping and eating at
your favorite spots, but it’s also about exploring and
discovering new stores, entertainment, restaurants
and experiences—including the experiences you’re not
expecting, like Pepper.
“We feel like we owe it to our guests to always have
that exceptional experience here,” says Townes. “We’ll
continue to strive to do that.”