Nordstrom tested a generative AI proof of concept designed to handle customer questions about package delivery times, with the system escalating to a human agent when questions become too complex.

As of November 2025, Nordstrom's senior director of customer care described an active proof-of-concept rollout using generative AI to answer delivery-related customer inquiries, which she identified as the top reason customers contact Nordstrom's customer service team. The AI handles straightforward delivery questions and transfers harder cases to human agents. The practice was described as a proof of concept and not confirmed to be in full production deployment.