Case Study: Staples Canada achieves 65% automated issue resolution and double-digit conversion gains with Algolia

Harnessing AI to Better Serve the Community

Staples Canada, the Richmond Hill–based arm of Staples Inc., manages staples.ca and a B2B site with over 200,000 SKUs and a mission to “inspire people to work smarter.” The product team faced a dual challenge: quickly connecting frequent, goal‑oriented shoppers to exactly what they wanted while also surfacing new or complementary products for exploratory shoppers — all made harder by legacy, manual search tools that lacked visibility and relevance control.

Staples implemented Algolia’s search platform, using Rules, Personalization, Dynamic Synonym Suggestions and AI-driven Dynamic Re‑Ranking to automate relevance while keeping transparency and control. The changes boosted add-to-cart rates, click-throughs and revenue, automatically resolved 65% of search issues via synonyms, delivered double‑digit conversion gains, and let the team nimbly respond to pandemic-driven shifts in customer behavior.

Staples Canada

Diptendu Ray

Principal Product Manager