Myer Elevates Online Shopping with AI-Powered Search

Myer, one of Australia’s leading department stores, set out to enhance its digital experience by transforming how customers discover products online. With over 68 million annual searches, the retailer needed a smarter, more intuitive search solution that could keep pace with evolving consumer behavior and diverse language preferences.

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Challenges

Handling 68M+ yearly searches with varied, colloquial terms (e.g., “togs,” “swimmers,” “bathers”)

Ensuring personalized, relevant results for a wide product catalogue

Reducing friction in search refinement and product discovery

Improving overall customer satisfaction and operational efficiency


Solution

AI-Powered Search Relevance

Fredhopper’s AI Search dramatically reduced zero-result searches by 93%, delivering engaging, relevant results regardless of the customer’s search language or style.

Boosted Conversion Performance

AI-driven insights led to a 14% uplift in 'add to bag' actions and nearly 12% increase in overall conversion, reflecting a smoother, more effective customer journey.

Smarter Engagement & Discovery

Searches became more engaging—users viewed 10.4% more result pages, while refinement rates dropped by 16%, showing improved first-result accuracy.

Operational and Strategic Efficiency

AI automation saved valuable time and opportunity cost, freeing Myer’s teams to focus on high-impact optimization tasks.
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Results

93% reduction in zero search results

14% increase in ‘add to bag’ actions

11.8% increase in e-commerce conversion

10.4% more search result pages viewed per user

16% reduction in refined searches

Greater efficiency and time savings for internal teams

Conclusion

Fredhopper's AI Search has proven to be a transformative asset for Myer, delivering measurable improvements across the board—from customer engagement to team productivity. By choosing an adaptive, self-learning solution, Myer is now better equipped to meet shoppers where they are—and lead them to what they’re looking for.