North American supermarket chain Albertsons is using virtual assistants to help its customers through the process of buying online.
The Nuance Intelligent Engagement Platform will allow it to offer real-time support to customers shopping online and on its mobile apps. The artificial intelligence-powered application will answer customer questions including how the delivery service works, item availability, online order tracking status, and store locations and hours.
The virtual assistants have initially launched in Vons supermarkets in Southern California, and are expected to be rolled out across other Albertsons brands including Safeway, Acme, Shaws and Star Market.
Albertsons is positioning it as a way to give online customers the same level of service as that enjoyed in-store.
“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,” Chris Rupp, executive vice president and chief customer and digital officer at Albertsons Cos., said in a statement. “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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