Albertsons, one of the largest US food and drug retailers, is using technology from Nuance Communications to provide real-time digital assistance to the growing number of shoppers ordering groceries via web and mobile apps.

Albertsons will deploy Massachusetts-based Nuance’s Intelligent Engagement Platform, specifically its virtual assistant and live chat options, to deliver real-time digital support to customers doing their grocery shopping online.

As demand for online grocery shopping grew in response to the Covid-19 crisis, Albertsons turned to Nuance’s virtual assistant and live chat to engage customers as they shop for groceries via the web and mobile apps. The AI-powered application assists customers through their shopping experience and provides real-time answers to questions such as how the delivery service works, item availability, online order tracking status, and store locations and hours.

“Supporting our customers’ needs as quickly, safely and efficiently as possible is of utmost importance to us,” said Chris Rupp, executive vice president at Albertsons. “We are pleased to offer shoppers multiple options when it comes to ordering online – from in-store pickup to contactless delivery. Our associates are fully committed to assisting our customers in the stores, and now we can extend that same Albertsons experience to our digital channels, ensuring our customers’ needs are met however they choose to shop.”

The Albertsons family of stores is comprised of more than 2200 supermarkets operating under 22 banners across 34 states and the district of Columbia. It is one of the largest retail employers in the USA, and its home delivery services are available in 11 of the top 15 US markets.

Albertsons has deployed Nuance-powered virtual assistant and live chat across its Vons stores, and now will deploy the AI-powered assistance across Safeway, Tom Thumb, Jewel Osco, Albertsons, Pavilions and Randalls.

“We innovate to create value and help organisations solve real problems that make everyday lives better through conversational AI,” said Joe Petro, CTO at Nuance. “We are fortunate to partner with Albertsons as they put their customers’ experiences and needs at the centre of their business to ensure people are getting what they need in an efficient, easily accessible way, and we deeply respect their commitment to the communities they serve.”

Albertsons operates 2252 retail stores with 1726 pharmacies, 402 associated fuel centres, 23 dedicated distribution centres and 20 manufacturing facilities. The company’s stores predominantly operate under the banners Albertsons, Safeway, Vons, Pavilions, Randalls, Tom Thumb, Carrs, Jewel-Osco, Acme, Shaw’s, Star Market, United Supermarkets, Market Street and Haggen.