Metcash expands artificial intelligence partnership with Coveo and Publicis
Wholesaler Metcash expanded its technology alliance with Coveo and Publicis Sapient to deploy artificial intelligence search engines and conversational tools across its Australian business to business retail platform
Metcash, Australia's leading wholesale distributor for the independent grocery, hardware and liquor sectors, has expanded its partnership with Coveo, an artificial intelligence (AI) company specializing in AI-Relevance. This collaboration aims to bring AI-powered conversational experiences to Metcash's B2B customer communications portal, replacing traditional keyword-based search with conversational search that understands the intent behind every query. This will empower customers to resolve everyday issues through self-service.
The partnership with Coveo is an extension of Metcash's existing collaboration with Publicis Sapient, a company specializing in enterprise AI platforms and services. Coveo's conversational search will be integrated into Metcash's B2B customer communications platform, AskROSS. This integration will enable support teams to provide customers with faster, more efficient assistance, helping retailers serve shoppers more effectively and make better decisions.
Metcash's general manager of retail, Madeleine Fitzpatrick, stated that the expansion of the partnership will provide a more modern, intelligent, and customer-centric experience for retailers. By allowing retailers to ask questions in natural language and receive trusted answers quickly, this AI integration will save time and focus on serving customers.
Metcash's commitment to independent Australian retailers is evident in this AI-driven initiative, which will help businesses find information faster, make better decisions, and ultimately deliver better service to customers.
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