Montreal and Sydney, September 22nd / PRNewswire / -- Coveo ( TSX : CVO ) Today, it was announced that Metcash, a leading Australian wholesale distributor, has expanded its collaboration with Coveo to introduce AI-powered conversational experiences into its B2B customer communication portal.
Unlike traditional keyword-based searches, Coveo's conversational search is capable of understanding the intent behind each query, helping customers solve everyday problems through self-service. In the future, similarly credible and relevant guidance will also appear directly on the work interface of customer service personnel, assisting the support team in helping customers more efficiently.
Metcash, General Manager of Retail Business, stated: "This announcement is built on the foundation of our successful collaboration with Coveo. By introducing conversational search into our B2B customer communication platform AskROSS, we are changing the way we support retailers, providing them with a modern, generative AI digital experience. By integrating generative AI directly into the customer communication platform, retailers can find answers more quickly and easily, handle their daily needs autonomously, and get support when needed. This is an important step towards a more modern, intelligent, and customer-centric experience. Retailers can now ask questions in natural language and receive fast, credible answers that help them make better decisions. This means spending less time searching for information and more time serving consumers, resulting in a simpler and more intuitive overall experience."
This expansion is built on the success of the existing Coveo deployment of Metcash. Related applications also include its online B2B market Sorted. The enterprise AI platform and service company Publicis Sapient have been collaborating with Metcash for the past two years to help define the future retailer experience, as well as to support the content and service infrastructure that underpins this experience.
Coveo, General Manager of the Asia-Pacific Region, stated: "Metcash has a deep commitment to the independent retailers it serves in Australia. We are proud to be partners in this mission of Metcash. Metcash's continuous investment in Coveo reflects its clear focus on providing retail networks with reliable generative AI experiences, helping teams find information more quickly, make better decisions, and ultimately provide better services to customers. We are delighted to support one of Australia's leading wholesalers in continuing to drive innovation with AI."
Publicis Sapient Australia Consulting Director Cassandra Kelsall stated: "Our collaboration with Metcash has always been based on a simple goal: to make it easier for independent retailers in Australia to operate and grow their businesses. This new phase of cooperation with Coveo will bring AI into the most important scenarios of retailers' daily lives, helping them find answers more quickly and obtain the right support when needed. AI has real potential in the field of B2B, from agent-based commerce to AI-driven search, as it can transform complex information and systems into actual value."
About Metcash
Metcash ( ASX : MTS ) is a leading wholesaler and service provider for food, beverages, hardware, and other independent businesses across Australia. In addition to operating as an integrated wholesaler and a large-scale logistics operator, the company is also owner of retail brands, major retailers, franchisees, and retail media. For more information, please visit: www.metcash.com
About Publicis Sapient
Publicis Sapient is a global technology center under Publicis Groupe, providing enterprise AI platforms and services. With over 30 years of experience in digital business transformation, the company helps its clients to change the way they operate and serve their customers, unlocking new value and achieving development in a world driven by AI. Its platforms Sapient Slingshot, Sapient Bodhi, and Sapient Sustain are built on a deep understanding of enterprise scenarios to assist organizations in modernizing legacy technology systems, constructing proxy-based solutions, and automating IT operations. The combination of the AI platform with the team's professional capabilities enables the company to provide faster and more effective solutions tailored to each client's business, industry, and unique needs. For more information, please visit publicissapient.com.
About Coveo
Coveo brings a better AI relevance to every touchpoint of the experience, changing the way companies connect with customers and employees in order to maximize business outcomes.
Relevance means shifting from a “population profile” to a “specific individual,” that is, the content, products, recommendations, and suggestions presented within a company to a particular person need to highly match that person’s context, needs, preferences, behavior, and intentions, thereby establishing the gold standard for a competitive experience. Everyone’s journey is unique, and only AI can address the complexity of customizing experiences for a large and diverse audience amidst a vast amount of various types of content and products.
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