AUSTRALIA | Metcash has expanded its partnership with Coveo to bring AI-powered conversational experiences to its B2B customer communications portal.
Unlike traditional keyword-based search, Coveo’s conversational search understands the intent behind every query, empowering customers to resolve everyday issues through self-service.
Soon, the same trusted, relevant guidance will also be surfaced directly within the agent experience, helping support teams assist customers more efficiently.
Madeleine Fitzpatrick, general manager retail at Metcash, said the announcement built on the already successful partnership with Coveo. By bringing conversational search to the B2B customer communications platform, AskROSS, Metcash will transform how it supports retailers by providing a modern, generative AI-powered digital experience.
“Embedding generative AI directly into our customer communications platform makes it faster and easier for our retailers to find answers, self-serve routine needs and access support when they need it. This represents a significant step forward in delivering a more modern, intelligent and customer-centric experience,” said Fitzpatrick.
“Retailers can now ask questions in natural language and receive fast, trusted answers that help them make better decisions. That means less time spent searching for information, more time focused on serving shoppers and a simpler, more intuitive experience overall.”
Alexander Mahr, managing director, Coveo APAC, added that Metcash's continued investment in Coveo reflects a clear focus on equipping its retail network with trusted, generative AI-powered experiences that help teams find information faster, make better decisions and ultimately deliver better service to customers.
The expansion builds on Metcash's existing Coveo deployment in other areas of the business, including its online B2B marketplace, Sorted. Publicis Sapient, an enterprise AI platforms and services company, has worked with Metcash for the past two years, helping define the future retailer experience and the content and service foundations behind it.
“Our work with Metcash has always been grounded in a simple ambition: make it easier for independent Australian retailers to run and grow their businesses. This next phase with Coveo brings AI into the everyday moments that matter for retailers, helping them find answers faster and get the right support when they need it,” said Cassandra Kelsall, head of advisory at Publicis Sapient Australia.
“There’s real potential for AI in B2B, from agentic commerce to AI-powered search, because it turns complex information and systems into practical value.
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