Albertsons Companies, Inc., a U.S. food and drug retailer, is teaming up with Nuance Communications, Inc., to boost digital support to online grocery customers.
The food retailer is deploying the Nuance Intelligent Engagement Platform, which provides virtual assistant and live chat for customer support, according to a press release.
The AI technology will help customers throughout the shopping experience and provide real-time assistance on inquiries relating to delivery, inventory availability, online order tracking as well as store locations and hours.
“Supporting our customers’ needs as quickly, safely, and efficiently as possible is of utmost importance to us. We are pleased to offer shoppers multiple options when it comes to ordering online — from in-store pickup to contactless delivery,” said Chris Rupp, EVP and chief customer and digital officer at Albertsons, in the release. “Our associates are fully committed to assisting our customers in the stores, and now we can extend that same Albertsons experience to our digital channels, ensuring our customers’ needs are met however they choose to shop.”
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Albertsons operates more more than 2,200 supermarkets under 22 banners across 34 states and the District of Columbia.
“We innovate to create value and help organizations solve real problems that make everyday lives better through conversational AI,” said Joe Petro, EVP and CTO, Nuance, in the release. “We are fortunate to partner with Albertsons as they put their customers’ experiences and needs at the center of their business to ensure people are getting what they need in an efficient, easily accessible way, and we deeply respect their commitment to the communities they serve.”
Source: Retailcustomer Experience