Coles has launched a generative AI assistant designed to enhance the work experience of its 115,000 team members. This innovative tool is saving valuable administrative time, allowing employees to focus more on customer service for the millions who shop at Coles weekly. The AI assistant, named mycoles Assistant, is a product of Coles’ strategic partnership with Microsoft, aimed at boosting productivity and transforming how staff interact with the People and Culture team.
The mycoles Assistant efficiently handles routine inquiries, from clarifying leave entitlements to guiding store managers on rostering. By managing these everyday questions, the virtual assistant enables the People and Culture team to concentrate on more complex issues, ultimately enhancing the customer experience.
AI Integration in Retail: A Strategic Move
Coles’ General Manager of People & Culture Shared Services, Davin D’Silva, highlighted the significant impact of the AI assistant. “We are already seeing the AI assistant respond to more than 15,000 questions every month, which is ultimately freeing up time for our People and Culture teams to focus on more complex questions from our team,” he stated. “This virtual assistant is freeing up time for our team right across the business to focus on what matters most – our customers.”
“In total, we estimate that the mycoles Assistant will save managers and team members a total of more than 30,000 hours every year, which is a massive boost to productivity.” — Davin D’Silva
Microsoft’s secure technology underpins Coles’ digital transformation, providing a flexible and safe environment for AI innovation. Caroline O’Brien, Coles’ General Manager of Data and Artificial Intelligence, expressed enthusiasm for the partnership. “It’s exciting to see AI use cases like this come to life, where we are using AI to deliver competitive advantages in the market,” she said.
Industry Implications and Future Prospects
The introduction of AI in retail is part of a broader trend where companies are leveraging technology to enhance both customer and employee experiences. Microsoft ANZ Vice President, Jo Dooley, commented on the strategic partnership’s impact. “As the retail industry continues to undergo significant transformation, forward-thinking companies are exploring how to leverage technology to better serve their customers and employees,” she noted.
“The work is ongoing, but the vision is clear. Coles is proving that AI, deployed thoughtfully, securely and responsibly, can lead to a superior retail experience.” — Jo Dooley
This development follows a series of technological advancements in the retail sector, where AI is increasingly used to streamline operations and improve service delivery. The partnership between Coles and Microsoft exemplifies how strategic collaborations can drive innovation and operational efficiency.
Looking Ahead: A Continued Collaboration
Coles and Microsoft are committed to exploring further opportunities for collaboration, aiming to expand the use of AI across various facets of the business. This ongoing partnership is expected to yield new solutions that enhance productivity and customer satisfaction, setting a benchmark for the retail industry.
The move represents a significant step forward in Coles’ digital journey, showcasing the potential of AI to transform traditional business processes. As the company continues to innovate, the focus remains on delivering a superior experience for both employees and customers.
With the retail landscape evolving rapidly, Coles’ strategic use of AI positions it at the forefront of industry transformation, promising a future where technology and human expertise work hand in hand to deliver exceptional service.
