Waitrose to use AI to offer personalised online shopping

Waitrose has invested in delivering personalised online shopping to its customers by using AI.

The upmarket grocer has struck a partnership with Netcore Unbxd, which will see it implement a suite of AI-driven tools, and develop new features that improve both the online search and browsing experience while also developing personalised experiences for customers.

In practice, the new partnership is expected to make search results more accurate and relevant for customers, making it quicker and easier to find what they need, according to the supermarket.

In addition, Waitrose will be able to automate the search experience by providing relevant results for more complex searches.

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Waitrose director of online Laura Burbedge said: “We know that our customers are busy and have lots of demands on their time – they need to be able to quickly and easily fill their online shopping trolley with minimal effort.”

“Through working with Unbxd we have already seen a significant improvement in customers satisfaction with our search feature, with more personalised results.”

Burbedge said it would also be able to help customers with meal planning. For example, if they search for ‘what goes well with steak?’ online, it will be able to provide useful suggestions.

Netcore Unbxd CEO Pavan Sondur added: “When it comes to providing a seamless and personalised shopping experience, AI and machine learning play a pivotal role in understanding and meeting customer needs.

“We are thrilled to partner with Waitrose. With our Unbxd suite, Waitrose will be able to optimise their website, deliver relevant search results, and ensure meaningful shopper interactions.”

The new development comes as Waitrose inked a deal this week to bring targeted ads to its website. The partnership with retail media technology company CitrusAd aims to help brands place relevant and targeted ads, allowing customers to see more tailored products and customised offers.



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