The ODP Corporation has integrated advanced generative AI (genAI) technology across its Office Depot and OfficeMax stores nationwide to boost customer experience.

The genAI-powered tool, which is called ODP Personal Assistant, uses technology similar to ChatGPT to help store associates access internal information faster.

Using the AI system, employees can retrieve real-time information through natural language queries, eliminating the need for traditional methods of searching for answers.

The AI system’s detailed responses also feature references that speed up the search process while providing more accurate information to customers.

The new system aims to allow associates to allocate the time that would have been spent on traditional research for customer engagement.

The ODP Personal Assistant was first introduced in February 2023. Initially rolled out to thousands of employees, the AI-driven system was expanded across the company’s 900 retail locations in December 2023.

The integration has so far allowed more than 12,000 employees to use the technology to assist their customers.

With its latest implementation, ODP said it has renewed its efforts to modernise its retail operations and facilitate a more customer-focused environment.

The product provider said it is currently exploring new transformative AI applications to further improve the organisation’s customer service and operational efficiency.

Gerry Smith, chief executive of The ODP Corporation, said the adoption of genAI has positively impacted associate-customer interactions.

“We’re excited about the potential of genAI to revolutionise how we engage with our customers,” Smith said. "This approach highlights our dedication to technological advancement and enhances our ability to streamline activities and tasks within our stores."

More and more retailers are convinced that the integration of genAI and AI solutions can help improve customer relationships and personalise shopping experiences.

Earlier this week, John Lewis and Bath & Body Works have announced the implementation of AI technology powered by large language models and data to improve their customer experience; last month, BestBuy rolled out a new live AI- supported tracking feature that aims to improve the delivery and installation experience for its customers.

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