The Client
The client is a leading discount retailer in North America and is part of the Fortune 500 list. It deals in consumables, variety, and seasonal merchandise which are offered at discounted prices. It acquired another multi-billion dollar discount retailer and wanted to realize operational synergy through process, data, and system consolidation.
The Challenges
New store associates in large-format retail face difficulties in becoming proficient with:
- Managing a vast array of products and understanding comparative features to assist customers effectively.
- Learning and navigating detailed Standard Operating Procedures (SOPs), including approximately 30-50 documents.
These challenges result in:
- Operational inefficiencies.
- Poor customer experience due to delays and lack of comprehensive product knowledge.
The Objective
- Efficient Knowledge Access: Simplify and accelerate access to critical information such as product details, SOPs, and transactional data.
- Enhanced Training and Productivity: Equip associates with tools that reduce onboarding time and improve their ability to assist customers promptly.
- Customer Satisfaction: Enable associates to deliver accurate, quick, and helpful responses, leading to higher customer satisfaction.
- Operational Excellence: Reduce inefficiencies caused by lengthy information retrieval and lack of familiarity with store policies.
The Solution
- JIVA-Powered Assistance: Deployed JK Tech’s Generative AI solution, JIVA, to provide a real-time “Assist” capability for store associates.
- Search and Retrieve Intelligence: Enabled advanced search, retrieval, and summarization of data across:
- SOP documents.
- Product information.
- Transactional data.
- Customer interaction history.
- User-Friendly Interface: Equipped associates with an intuitive platform to access relevant details within seconds, minimizing delays.
The Benefits
- Drastically reduced information retrieval time, enabling associates to focus on core tasks.
- Achieved a 15-30% improvement in store associate productivity, as reported by large retailers using similar solutions.
- Associates deliver faster, more accurate service, leading to better customer experiences.
- Efficient operations positively impact sales and operating margins, improving overall store performance.
