Coop (The Co-operative Group) is one of the UK’s largest consumer co-operatives, operating in food retail, insurance, legal services, and funeral care. Known for its ethical values and community-driven approach, Coop runs thousands of convenience stores across the UK, focusing on fair trade, sustainability, and supporting local communities.
In an effort to enhance efficiency for busy store colleagues at Coop, we initiated a project to develop an AI chatbot that quickly surfaces answers from the existing "How Do I" resource database. This tool aims to streamline access to essential information, reducing time spent away from core tasks.
Store colleagues had access to a comprehensive resources database, the "How Do I" library, which contained valuable articles on store processes. However, accessing this database required using a web app on office computers, often located in the back office. This disrupts their workflow and leads to inefficiencies, as minimizing footsteps within the store is crucial for operational effectiveness.
I joined the project to gain experience in AI while contributing to the design and development of the chatbot’s front end. This was particularly relevant as our product team was working on a broader initiative called SmartStore, which would incorporate AI features in future updates.
To create an AI-powered chatbot that allows store colleagues to retrieve information quickly and easily, directly from their mobile devices, thereby enhancing efficiency and reducing disruptions in their workflow.
The chatbot is still in development and will undergo initial internal testing. This phase involves giving team members various scenarios to explore how the chatbot responds to different queries. Once we achieve satisfactory results, we plan to roll out testing in select stores to gather real-world feedback.
By integrating an AI chatbot into the "How Do I" resource database, we aim to significantly enhance the efficiency of store colleagues, allowing them to access vital information on-the-go. This project not only supports immediate operational needs but also sets the stage for future AI features within Coop’s digital ecosystem.
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