Albertsons debuts new Google agentic AI chatbot
Albertsons Companies Inc. is integrating a conversational artificial intelligence agent into its “Ask AI” shopping assistant.
The grocery giant is the first retailer to leverage the Google Cloud Conversational Commerce agent. Albertsons is including the solution, which is based on the Google Cloud Vertex AI platform, in its Ask AI tool.
As a result, customers can engage in a natural, multi-turn conversation with Ask AI to let the tool understand their preferences and intent, such as "sweet" vs. "salty" when buying snacks and then receive recommendations for relevant products, as well as for unexpected items that also meet their preferences.
Early results at Albertsons show that customers using Ask AI often add one or more additional items to their cart which they might not have selected otherwise. The grocer also found that more than 85% of conversions resulting from interactions with a Conversational Commerce agent have started with open-ended or exploratory questions.
"At Albertsons Cos., we are focused on giving our customers the best experience possible for when and how they choose to shop," said Jill Pavlovich, senior VP, digital customer experience for Albertsons Cos. "By collaborating with Google Cloud to bring Conversational Commerce agent to market, we are providing our customers a solution that moves beyond traditional search to help them digitally shop across aisles, plan quick meal ideas, discover new products and even recommend unexpected items that pair well together."
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The Ask AI tool, including Google Conversational Commerce technology, is accessible now via the search bar in all Albertsons Companies banner store apps, including Albertsons, Safeway, Vons, Jewel-Osco, Shaw's, Acme and Tom Thumb.
According to Google, the chatbot solution includes built-in content, guardrails and feedback tools, with the AI models based on quality product data and responsible design practices.
"The future of retail is personal, predictive, and effortless, and AI is the key to unlocking it," said Paul Tepfenhart, global director of retail at Google Cloud. "Albertsons has been a phenomenal partner, helping us push the boundaries of what's possible with AI. The grocer is already seeing powerful results with our new Conversational Agents for Commerce tool, and we're excited to bring this innovation to the rest of the industry."
As of Feb. 22, 2025, Albertsons Companies operated 2,270 retail stores with 1,728 in-store pharmacies, 405 associated fuel centers, 22 dedicated distribution centers and 19 manufacturing facilities. The company operates stores across 34 states and the District of Columbia under more than 20 banners including Albertsons, Safeway, Vons, Jewel-Osco, Shaw's, Acme, Tom Thumb, Randalls, United Supermarkets, Pavilions, Star Market, Haggen, Carrs, Kings Food Markets and Balducci's Food Lovers Market.
