In collaboration with Walmart, Keurig has launched an AI-based chatbot to improve the in-store experience and drive shoppers’ purchasing decisions.
The chatbot works as a virtual assistant, advising customers in several languages and providing detailed information about the entire variety of Keurig coffee makers offered at Walmart. The tool generates personalized suggestions based on the questions and preferences that customers share during their interaction, allowing them to better understand the specific features of each model, select the appropriate accessories, and discover the newest products. It also compares products and provides historical information about the brand.
Keurig has released the chatbot as a pilot project in five Walmart locations, including Scarborough, Mississauga and Oakville. It will also be available at the Marché Central store in Montreal and Deerfoot Meadow in Calgary. Customers will be able to use it by scanning a QR code, which is located on the shelves of Keurig coffee makers in the stores.
Robert Gosselin, director of e-commerce and digital experience at Keurig Dr Pepper, tells Media in Canada that the chatbot allows them to connect with consumers at all stages of their coffee journey, from early research to post-purchase assistance. “It allows it to answer those tricky questions that shoppers have, guide them towards the perfect brewer for their needs and, ultimately, enhance their shopping experience,” he says.
Gosselin adds that the tool strengthens its partnerships with retailers by enhancing the customer experience. “It is a win-win for both our customers and our retail partners,” he says.
The team thought it was the ideal time to introduce the chatbot because consumers are more tech-savvy than ever before, embracing tools like QR codes and using their smartphones for product research and in-store purchases.
It also meets the brand’s current challenge of effectively communicating the value and features of its products at the point of sale. “Unfortunately, limited space in retail environments makes it difficult to provide all the necessary information,” Gosselin says. “This chatbot allows us to bridge that gap.”
The pilot project will run until December of this year and aims to gather feedback from users to refine the chatbot’s functionality. The next phase of the project will be a full-scale rollout to all Walmart stores in Canada, as well as more outlets across the country. The brand also plans to integrate the tool into its online platforms, according to Gosselin.