Before AI Findr, mall visitors oriented themselves with static directories. We challenged ourselves to deliver a truly innovative experience.
Multiplaza Bogotá is Grupo Roble’s flagship property, and its massive popularity as a retail center makes it the perfect testing ground for new ideas in retail design and customer experience. Managing a space of this size (1,959,000 square feet, approximately 34 football fields) means, in the words of Managing Director Juan Sebastián Osorio, “putting the customer at the center of the entire operation” and ensuring that every interaction, from security to customer service, is designed to provide a great experience.
The challenge: wayfinding beyond maps
Before AI Findr, Multiplaza visitors navigated using basic maps and by asking security staff for assistance. This solution wasn’t scalable or sufficient to meet the growing needs of visitors. “Patrol officers play a fundamental role in our customers’ experience, but what I would most like is for them to be able to focus on keeping our visitors safe,” says Osorio.
The ambition was to create a truly innovative experience: “Beyond foot traffic, the most important thing is that people find what they need, when they need it, and quickly. That’s the customer who comes back.”
AI Findr delivers personalization and speed
After evaluating digital map vendors, Multiplaza chose AI Findr instead, because of its ability to go far beyond just locating stores. “We wanted something inclusive and powerful that would let us interact with our customers and get to know them,” notes Osorio.
“What impressed us most was the AI Findr team’s openness to innovate,” Osorio explains. “They supported our internal presentations and adapted the tool incredibly fast. We wanted something we could shape to fit our vision, and we found it.”
The results came fast. “It began answering complex customer questions right away. But what really stood out was how quickly the system was implemented. It made an immediate difference.”
Retailers also responded enthusiastically. Many saw AI FIndr as a new way to reach visitors in real time, requesting to appear in search results and offering exclusive promotions through the system. It opened up a new kind of collaboration between Multiplaza and its tenants, with the potential to turn customer interactions into measurable revenue opportunities.
New ways to interact with the mall
Today, AI Findr has become Multiplaza’s lab for listening and customer experience. It captures how people actually think and ask for things, helping the team continuously refine both service and communication.
One of the most memorable early moments came from an unexpected interaction: a customer ended the chat with a playful “sending you a kiss.” AI Findr didn’t miss a beat: “A kiss for you too.”
Moments like these reveal how naturally people are beginning to interact with the tool. Osorio is excited to see how customer behavior evolves: “At first, most users just typed the name of a store, but they’ll soon see we can deliver much more.”
That growing trust and engagement are exactly what Osorio hopes to build on for marketing strategy: “It will be the most important input for marketing. By knowing the customer better, we can target our efforts more effectively.”
What’s next for Multiplaza’s retail innovation
Multiplaza’s strategy goes beyond simply helping customers navigate the mall. Osorio envisions a future where location-aware interactions redefine the shopping experience:
“I want people walking through the mall to be able to connect with brands and access exclusive information on their phones. For us to know the user so well that we anticipate what they’ll want next before they have to ask.”
Insights from the flagship Bogotá property will shape innovation across the entire Multiplaza network, setting a new standard for how physical retail can feel as smart, intuitive, and personalized as the digital world.
Osorio sums it up perfectly: “It’s the mall in the palm of your hand—the future of retail.”
