The retailer built the Ask Geeves-style assistant on OutThought’s Conversational Commerce platform to help team members with internal support enquiries.
Based on benchmark tests, experienced staff can find information faster using the tool compared to traditional search methods. The accuracy of responses are said to be higher than before the tool was implemented.
According to the retailer, users rated their experience as above average or great, even if the assistant was unable to assist with their specific query.
Super Retail Group launched the tool on its preferred internal collaboration channel Slack, thanks to an integration with OutThought’s platform. The company chose the platform because it aligns well with its own ‘test and learn’ culture to enable rapid, agile adoption of innovative technologies.
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