Eviden’s AI-driven store assistant KODA (knowledgeable operational digital assistant) is being trialled at an independent grocery chain in the US. The current format appears as a semi-realistic looking digital avatar on a digital screen placed at the entrance to a store. She works as a trusted and interactive ‘store advisor’ there to help both customers and the store manager.
The first step in setting this up for a retailer begins with the store itself. Eviden conducted a full 360 scan of the retailer’s specific store and its merchandise to map product positioning by shelf and by aisle.
The AI character can be customised to have its own unique look, including skin colour, hair type, clothes, uniform and personality (currently she is a bit ‘angry’ looking and the teams are working to make her look friendlier and more approachable).
Once the store scanning has taken place, the AI can support visiting customers with store directions and wayfinding to specific products. You will see her literally run to where you need to go and she may point out promotions along the way too. She can also suggest what to have for dinner tonight and guide visitors to the individual ingredients. Or she can advise what goes well with items you already have. We watched a demo at the NRF Big Show 2024 showing her recommend a promo for Bud Light for a BBQ – a great opportunity for brands to deliver natural-sounding messaging.
At the NRF we also heard how she is being used as the eyes and ears for the store manager. Whilst he can’t be everywhere, she can. The cameras fitted to the screen unit at the front and around the store enable her to listen into what is happening and ‘see’ issues in real time. If there is a spill on an aisle, she will spot this and alert the relevant teams to clear up. She can also be programmed to create a list of actions for the Store Manager in the morning, based on the previous day. The store manager we spoke to loved this capability, explaining that he sees the AI as his deputy – someone who is his right hand ‘man’, who won’t leave and who is trained perfectly to his and his customers’ needs.
Whilst this is currently being tested in grocery retail, store managers found the insights they received from customer questions invaluable in optimising the store and its inventory for the local community. Eviden is currently working to bring the same AI character to retailers’ mobile apps too.
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