Case Study: Coop Sweden achieves faster, smarter shopper support with EBI.AI's Lobster AI

How retailer, Coop Sweden, uses Lobster AI to answer almost 90% of top queries from 3 million+ shoppers

Coop Sweden, one of Sweden’s largest grocery chains, needed a better digital shopping experience as grocery buying moved online and customer enquiries increased, especially during Covid-19. The retailer partnered with EBI.AI and used its conversational AI platform, Lobster, to create the assistant “Cooper” and support customers across web, app, and in-store touchpoints.

EBI.AI implemented Cooper to answer product and store questions, suggest recipes and meal ideas, handle dietary preferences, support digital receipts and shopping lists, and surface useful product information such as health and environmental data. The results were strong: Cooper now answers almost 90% of common questions instantly, handles around 6,000 conversations each month, and can support 50,000 shoppers at the same time, helping Coop reduce pressure on staff while improving customer service.

Coop Sweden

Amer Mohammed

Chief Digital Officer