Staples' B2B clients can talk to real or virtual customer service reps

Artificial intelligence enables Staples to automate ordering and customer service through its Easy Button. Staples Inc. is testing technology enabling business customers to order products by voice via its Easy Button. The office supplies retailer is applying machine learning technology to the button, allowing customers to press it to order or reorder a product by voice, or to ask common order-related questions, such as when an order will be delivered or the status of a return. The move is part of a big push by Staples Inc., No. 21 in the Internet Retailer 2016 B2B E-Commerce 300, to use machine learning to automate ordering and customer service, says Ryan Bartley, director of mobile for Staples. Machine learning refers to computer programs that teach themselves to grow and change when exposed to new data, without being programmed by an individual.