Waitrose is investing in delivering personalised online shopping that will improve the online search and browsing experience using AI tools.
The upmarket grocer has signed a deal with Netcore Unbxd, which will help it improve customer service based on past buying patterns and behaviours, including search and browsing habits, product favourites, and brand choice.
Customers will benefit from more relevant and accurate search results, which the supermarket said will make it quicker and easier to find what they need.
Waitrose will also be able to automate the search experience by providing relevant results for more complex searches.
For example, if a customer searches for ‘drinks for teetotallers’ then the search results will display a range of alcohol-free drinks for the customer to browse through.
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Waitrose online director Laura Burbedge said: “We know that our customers are busy and have lots of demands on their time – they need to be able to quickly and easily fill their online shopping trolley with minimal effort.
“Through working with Unbxd we have already seen a significant improvement in customers satisfaction with our search feature, with more personalised results.”
Burbedge said the tools should help customers with meal planning too. For example, if they search for ‘what goes well with steak?’, the supermarket will be able to provide useful suggestions.
Netcore Unbxd CEO Pavan Sondur added: “When it comes to providing a seamless and personalised shopping experience, AI and machine learning play a pivotal role in understanding and meeting customer needs.
“With our Unbxd suite, Waitrose will be able to optimise their website, deliver relevant search results, and ensure meaningful shopper interactions.”
Earlier this week the grocer partnered with retail media technology company CitrusAd to introduce targeted advertising across its website.
The new partnership aims to help brands place relevant and targeted ads, allowing customers to see more tailored products and customised offers.