Case Study: Coop Sweden achieves 91% AI query resolution with EBI.AI

Coop Sweden answers 91% of shopper queries with EBI.AI

Coop Sweden, a major Swedish grocery retailer, faced challenges in adapting to changing shopping habits and providing a modern customer experience. Their app had slow uptake and they needed a way to compete in a fierce market. They worked with vendor EBI.AI to launch an AI assistant named Cooper to address these issues.

EBI.AI's solution provided a conversational AI assistant that answers customer queries about products, recipes, and sustainability. The implementation was highly successful, with Cooper handling 6,000 conversations monthly and successfully answering 91% of common questions from over 3 million members. This provided a personalized service, reduced pressure on staff, and made shopping more engaging for customers.

Coop Sweden