Boxed is betting on a human concierge service in its fight against Amazon

In its ongoing fight against Amazon and Walmart, Boxed is betting on an unlikely feature: humans.

In an effort to add a personal touch to online shopping, the e-commerce site, which sells grocery and home products in bulk, will launch what it calls a “Momcierge” at the beginning of April. The 24/7 operation is similar to a chatbot, but instead of a robot answering questions, humans will respond to Boxed customers via text messages and direct messages on Boxed.com and the Boxed app.

The...

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