The ODP Corporation, a leading provider of products and services through an integrated B2B distribution platform and omnichannel presence, has announced the implementation of cutting-edge Generative AI (Gen AI) technology across its nationwide network of Office Depot and OfficeMax stores.
The ODP Personal Assistant, an internally developed AI application that leverages the same technology as ChatGPT and maintains all data within ODP’s secure environment, was launched in February 2023 to thousands of associates across all business units. Based on early successes, the decision was made to integrate comprehensive knowledge bases into the application, to help associates obtain quick answers to common questions to enhance customer service.
A retail knowledge base was developed and has been accessible since December 2023 on store computers and handheld devices used by store associates.
Key enhancements and benefits of the knowledge base integration in retail stores include immediate access to information, comprehensive knowledge bases, and enhanced customer experience. Associates can use natural English-language queries to receive prompt answers, replacing traditional methods of consulting other associates or searching company portals.
Approximately 900 stores and 12,000 associates are empowered with this state-of-the-art AI integration. This initiative has helped modernize the Company’s retail environments since the end of 2023, enriching the customer experience and paving the way for future applications of AI-related technologies.
Source: ODP
Source: CIO Drive
Source: Retail Systems
