Case Study: LCBO achieves 2x search conversion and improved product findability with Coveo AI

How LCBO is Driving 2X Conversion Rates with AI Search

LCBO, a 97-year-old Ontario crown agency and one of the largest beverage alcohol retailers with over $7B in annual sales, 1,000+ locations and about 1M weekly site visits, needed to simplify online product discovery across a 34,000‑item catalog. Legacy systems, manual search tuning and limited personalization were creating frustrating search experiences, lower satisfaction scores and a risk to their ecommerce vision as the market opened up.

To fix this, LCBO replatformed its site and deployed Coveo as an AI experience layer for contextual search, query suggestions, automatic relevance tuning and personalized recommendations that work even for anonymous sessions. The result: findability and relevancy improved, search-driven conversions doubled, click‑through rate from search rose 58%, product ranking improved by about 16 positions, customer sentiment increased, and the team gained actionable insights for merchandising and buying decisions.

LCBO

Vanda Provado

Chief Marketing & Digital Officer