In a move designed to improve the in-store shopping experience, Keurig has partnered with Walmart to introduce an AI-powered chatbot that will assist customers in selecting the ideal coffee maker. This innovative virtual assistant, which has been launched as a pilot project across five Walmart stores in Canada, aims to help customers make informed buying decisions. The selected locations for this pilot include Scarborough, Mississauga, Oakville, Montreal, and Calgary, where the chatbot is programmed to provide support in multiple languages.
Shoppers can engage with the chatbot by scanning a QR code displayed on the shelves. Through this interaction, customers will receive detailed information about Keurig’s range of coffee makers, as well as personalized recommendations based on their individual preferences and needs. Moreover, the chatbot is equipped to offer model comparisons, enabling users to understand the differences and make the best choice.
Enhancing the Customer Journey
Keurig’s chatbot initiative aims to engage coffee enthusiasts at various stages of their journey, from initial research to post-purchase support. It provides answers to common questions and helps customers find the best coffee maker, significantly improving their shopping experience. Robert Gosselin, Keurig Dr Pepper’s director of e-commerce and digital experience, noted that the chatbot not only boosts customer satisfaction but also strengthens retailer partnerships by delivering valuable product information despite limited space in retail settings.
This AI-driven chatbot aligns with tech-savvy consumers who use QR codes and smartphones for product research and purchases. By effectively communicating Keurig’s product value and features at the point of sale, the chatbot addresses a key company challenge. The pilot project will run until December 2023, gathering user feedback to fine-tune functionalities.
Following the pilot phase, Keurig plans to expand the initiative to all Walmart stores in Canada, with potential for a wider rollout. Integration into Keurig’s online platforms is also being considered, ensuring a seamless customer experience in-store and online. This move highlights Keurig’s commitment to utilizing AI technology to enhance customer service and product education while overcoming in-store display limitations, meeting modern consumer expectations for tech-enhanced shopping.
