MONTRÉAL, Québec, Canada – Keurig, Canada’s leader in single serve coffee makers¹, today announces the launch of a revolutionary pilot project in collaboration with Walmart, aimed at transforming the in-store shopping experience through the introduction of a new chatbot based on generative AI.
This chatbot is a Keurig virtual assistant capable of instantly answering customers’ questions and guiding them to the coffee maker perfectly suited to their needs and preferences. Multilingual and passionate about coffee, this virtual expert is designed to chat in several languages and share in-depth knowledge about the entire range of Keurig coffee makers available at Walmart. It can therefore help consumers understand the specific features of each model, choose the appropriate accessories, and discover the newest products.
Generative AI, at the heart of this innovation, goes beyond simple pre-programmed responses by generating dynamic, personalized interactions. This technology analyzes complex data to create tailored recommendations in real time, adjusted to the unique preferences of each consumer. By providing relevant, contextual responses, generative AI ensures an unparalleled shopping experience, with unrivalled accuracy and unprecedented personalized support.
In collaboration with the Walmart Merchant, Michael Ramsukh, consumers will be able to access this service by scanning the QR code located on the Keurig coffee maker shelves with their smartphones during their visits to the five Walmart stores participating in the pilot project: in Scarborough, Mississauga, and Oakville in Ontario, at the Marché Central store in Montréal, and at Deerfoot Meadow in Calgary. This scan will connect them directly to the chatbot, which will provide personalized recommendations throughout their shopping journey.
At a time when 67% of consumers use their smartphones to interact with chatbots when searching for products,² this tool from Keurig responds to today’s in-store service challenges. Given post-COVID downsizing and labour shortages, the chatbot aims to offer instant, personalized support, enriching the customer experience and strengthening consumer loyalty.
“By integrating generative AI into our new sales assistance system, we’re redefining the way consumers interact with our products in-store. This cutting-edge technology enables us to offer personalized, accurate advice in real time, meeting today’s customer service challenges while enhancing the shopping experience,” says Robert Gosselin, Director of E-Commerce & Digital Experience at Keurig Dr Pepper Canada. “We are proud to collaborate with Walmart to introduce this innovation that simplifies the choice of our coffee makers and improves customer satisfaction.”
The pilot project will run from September 1st, 2024 to December 1st, 2024 and aims to gather feedback from users in order to refine the chat bot’s functionality. The next phase of the project will be a large-scale rollout across all Walmart stores in Canada.
[1] 67% market share L52 NPD data
[2]Retail technology and the new consumer decision journey | PwC Canada