Metcash expands partnership with Coveo to integrate generative AI

Metcash, an Australian wholesale distributor, has expanded its partnership with Coveo and Publicis Sapient to integrate AI-powered conversational search into its B2B customer communications portal, AskROSS.

Unlike traditional keyword-based search, the new generative AI technology is designed to understand user intent, allowing retailers to ask questions in natural language. This enables customers to resolve routine issues through self-service and receive faster, more accurate information to assist in decision-making. The expansion aims to improve productivity and content discovery for retailers in the grocery, hardware, and liquor sectors.

Following the implementation on the AskROSS platform, Metcash plans to surface similar AI-driven guidance within its agent experience to help support teams assist customers more efficiently. This builds upon Metcash’s existing use of Coveo technology within its online B2B marketplace, Sorted.