The Kroger Co. is rolling out an artificial intelligence (AI) solution designed to alert customers of self-checkout errors.
The grocery giant has been deploying Everseen visual AI technology in its stores since March 2020, with plans to implement it at a total of 2,500 stores across the country in the coming months. The Everseen solution is aimed at reducing errors that customers occasionally experience at self-checkout, enabling self-correction of those errors. Kroger has been expanding its “Scan, Bag, Go” self-checkout offering since 2018.
“Everseen’s technology enhances the checkout experience by identifying difficulties and errors in scanning, promoting the customer to make a correction and where necessary calling an associate to assist,” a Kroger spokesperson said in an exclusive statement to Chain Store Age. As customers are able to self-correct errors, Everseen reduces the number of times store associates need to assist customers due to error at the checkout.”
The solution engages with 160 million SKUs and 20 million people each day, leveraging the information to decrease shrink, deliver item-level precision within end-to-end supply chains and inventory systems, and automate repetitive tasks. In real time, the Everseen platform can watch video, understand complex processes, and intelligently intervene to optimize them. Kroger intends the results of this implementation to be improved customer experience and increased employee efficiency.
“We are laser-focused on continuous improvements to customers’ experience across our stores,” said Mike Lamb, VP of asset protection at The Kroger Co. “By leveraging Everseen’s visual AI and machine learning technology, we’re not only able to remove friction for the customer, but we can also remove controllable costs from the business and redirect those resources to improving the customer experience even more.”