Wholesale distributor Metcash has expanded its partnership with Coveo to bring AI-powered conversational experiences to its B2B customer communications portal, AskRoss.
The expansion builds on Metcash’s existing deployment of the AI enterprise and a global technology hub, Publicis Sapient, in other areas of the business.
Madeleine Fitzpatrick, GM, retail at Metcash, said embedding generative AI into the portal would allow its partners to find answers, self-serve routine needs and access support more easily. This will save time spent searching for information while giving them more time to serve customers and make more informed decisions.
“By bringing conversational search to our B2B customer communications platform, AskRoss, we’re transforming how we support retailers by providing them with a modern generative AI-powered digital experience,” she added.
“This represents a significant step forward in delivering a more modern, intelligent and customer-centric experience.”
Alexander Mahr, MD of Coveo Apac, applauded Metcash for its deep commitment to the independent retailers it serves across Australia.
“Our work with Metcash has always been grounded in a simple ambition: Make it easier for independent Australian retailers to run and grow their businesses.”
Leading liquor retailer Endeavour Group also revealed last week that it had partnered with AI and data analytics firm Quantium, bringing deeper customer insights to its drinks suppliers.
