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Albertsons, Ulta weather COVID-19 storm with cloud capabilities

Several retailers are leveraging Google Cloud solutions to guarantee customer service and e-commerce performance as COVID-19 strains resources.

Major grocery retailer Albertsons Companies is utilizing the newly launched Google Cloud Rapid Response Virtual Agent solution to manage inbound call volumes and address customers’ more basic questions, such as hours of operation, pick and delivery options, and order status.

Albertsons is standing up the solution, designed to provide fast launch of a 24/7 AI-based customer service chatbot, as it faces call volume to stores that has increased five times the norm during COVID-19.

Ulta Beauty, whose stores are temporarily closed in response to the government-imposed lockdown, is relying on its online channels to stay connected with shoppers, providing them with a remote digital experience. The retailer’s Virtual Beauty Advisor tool, built on Google Cloud providing consumers with data-driven product recommendations. 

“Now more than ever, we’re committed to bringing forward technologies the retail industry needs to adapt to this new era,” said Carrie Tharp, VP of retail and consumer solutions, Google Cloud, in a corporate blog post. “Our goal is to eliminate the stress tied to keeping the lights on in IT and instead allow retailers to focus on what matters most: their customers and employees. Read more about our work with the retail industry.”

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