AI-Assisted Customer Support & Communications

Why We Use AI Alongside Our Human Team

At NYC MODA, we believe technology works best when combined with human support. We use AI-assisted technology alongside our customer support team to handle certain routine communications more efficiently, while our team remains available when human assistance is needed.

Using AI for appropriate tasks helps us reduce operational costs and respond to customers more efficiently. These savings allow us to focus more of our resources on offering quality products at competitive prices and continuously improving the shopping experience for our customers.

AI-assisted communications may also help customers who have questions, need assistance with their shopping experience, or would like help completing an unfinished checkout. When a situation requires additional assistance, our AI systems may connect or refer the customer to our human support team.

How We May Use AI-Assisted Communications

Where you have provided the required consent and where permitted by applicable law, NYC MODA may use automated or AI-assisted technology to communicate with you by telephone or text message.

These communications may be used to provide personalized shopping or cart assistance, follow up regarding an incomplete or abandoned cart or checkout, answer questions about products, sizing, availability, shipping or checkout, help resolve issues that may be preventing you from completing a purchase, and provide special offers or promotional benefits when applicable.

AI-assisted communications are intended to complement our human customer support team, not eliminate access to human assistance.

Information We May Use

To provide relevant and personalized assistance, our systems and the service providers that support them may process information that you provide to NYC MODA or that is generated through your interaction with our store.

Depending on the circumstances, this may include your name, telephone number, email address, country or region, products or variants associated with your cart or checkout, cart value, discounts, checkout status, and other information reasonably necessary to assist you with your shopping experience.

We use this information in accordance with our Privacy Policy and applicable law.

Abandoned Cart and Checkout Assistance

If you begin a checkout but do not complete your purchase, and you have provided the required communication consent, we may use your contact and checkout information to offer assistance.

For example, an AI-assisted system may contact you to determine whether you experienced a problem during checkout, answer questions about a product, provide personalized shopping assistance, or help you complete your purchase. Where appropriate, we may also provide a link allowing you to return to your checkout.

Automated and AI-Assisted Voice Calls

Some telephone communications from NYC MODA may use automated technology, including artificial intelligence and AI-generated or AI-assisted voices.

AI-assisted agents may interact conversationally with you and use information relevant to your shopping experience to provide personalized assistance.

We do not intend our AI-assisted systems to mislead customers into believing that an AI system is a human representative. Where appropriate, the communication may identify that automated or AI-assisted technology is being used.

If additional human assistance is needed, the conversation may be referred or transferred to our customer support team when available.

Text Messages

Where you have provided the required consent, we may send text messages relating to shopping assistance, abandoned checkout recovery, personalized support, special offers, or links that help you return to your checkout.

Message frequency may vary. Message and data rates may apply depending on your mobile carrier and plan.

You may opt out of applicable marketing text messages at any time by following the opt-out instructions provided in the message, such as replying STOP, where supported.

Your Choice and Consent

Receiving promotional or AI-assisted marketing communications from NYC MODA is optional.

Consent to receive marketing text messages or automated or AI-assisted promotional calls is not a condition of purchasing any product or service from NYC MODA.

Where consent is required, we use the communication preferences and consent information associated with your interaction with our store to determine whether these communications may be sent or initiated.

You may withdraw your consent or ask us to stop applicable marketing communications at any time.

Your Right to Opt Out

You can ask us to stop calling or texting you at any time.

If you tell an AI-assisted or human representative that you do not want to receive further marketing calls, we will use reasonable measures to record and honor that request in accordance with applicable law.

For applicable marketing text messages, you may also use the opt-out mechanism provided in the message.

You may contact us at contact@nycmoda.com if you would like assistance updating your communication preferences.

Opting out of marketing communications does not necessarily prevent NYC MODA from contacting you regarding non-promotional matters where permitted, such as an existing order, customer service request, transaction, fraud prevention, or other necessary service communications.

Our Technology and Service Providers

NYC MODA may work with technology and service providers that help us provide these communications, including providers of artificial intelligence, telecommunications, text messaging, email delivery, automation, analytics, customer support, and e-commerce technology.

These providers may process information on our behalf as necessary to provide their services. Our use of customer information in connection with these services is also subject to our Privacy Policy.

Human Support Remains Available

AI allows us to provide efficient assistance at scale, but it does not replace the importance of our customer support team.

When a matter requires human judgment or additional assistance, customers may be referred to a member of our team where appropriate and available. Our objective is to combine the efficiency of technology with the support and judgment of real people.

Changes to This Notice

We may update this notice from time to time as our communication practices, technology, or legal obligations change. When appropriate, we will update this page to reflect material changes to how we use automated or AI-assisted communications.

Contact Us

If you have questions about our use of AI-assisted communications, your communication preferences, or this notice, please contact us:

NYC MODA
Email: contact@nycmoda.com
Luis Iturbe
425 South Broadway
Los Angeles, CA 90013
United States

For more information about how NYC MODA collects, uses, stores, and shares personal information, please review our Privacy Policy.