Kerim Tatlıcı, Deputy General Director of Information Technologies and Business Development of Migros Group, said that artificial intelligence applications provide retailers with efficiency in creating new business processes, inventory processes, supply systems, understanding new market trends, customer communication and operational processes.
Recalling that it was predicted at the World Economic Forum that investments in artificial intelligence tools in retail will exceed $31 billion by 2028, Tatlıcı continued as follows:
“Retail is one of the most customer-facing sectors. We use artificial intelligence and big data as a driving force to feed from all traditional and digital sources. Therefore, the solutions developed are extremely functional in terms of enhancing the customer experience.”
Integrating artificial intelligence tools into traditional retail offers customers a personalized and responsive experience in both online channels and merchandising. Self-developing artificial intelligence applications enable data-oriented analysis of the footprints that customers leave across all online and offline channels. “It also allows us to respond effectively to changes in demand, needs and expectations.”
Tatlıcı explained that thanks to the “Money Loyalty Program”, they can closely monitor customers' purchasing habits and expectations and offer personalized campaigns and opportunities: “Create Your Own Campaign”, “Just For Me” and “Healthy Life Journey”. are some of them. These systems provide specific forecasts. “It’s constantly updating itself with its algorithms,” he said.
“We have integrated ChatGPT technologies into the WhatsApp application”
Tatlıcı stated that they benefit from projects such as transcribing the customer's voice and reading out the texts by using the Natural Language Processing (NLP) artificial intelligence solution in call centers, where they receive customers' expectations and suggestions.
Tatlıcı explained that they recently integrated ChatGPT technologies into the WhatsApp application through the use of artificial intelligence to expand the channels through which customers access services. Tatlıcı pointed out that their customers can access recipes and shopping lists 24 hours a day with the service they call “ChefGPT”.
Emphasizing that they are working to improve and develop business processes with intelligent systems with learning algorithms, Kerim Tatlıcı said: “We have quickly, easily and completely personalized the user experience by using methods and technologies such as artificial intelligence, advanced analytics applications and chatbot made.” and RPA. For self-service technologies “Thanks to these studies, customers can add the product to the shopping cart by simply scanning the barcode of the product they purchased in our stores using “Mkolay” on their phones and pay without ever having to go to the cash register,” he said.
Stating that “TakeMGo”, which they are piloting, is a new version of the system transformed by cameras and smart shelves with sensors, Tatlıcı said that customers will make their payments after leaving the Turnstiles make automatic transactions using the credit card registered in the application, without the need to get stuck in the payment process.
Tatlıcı explained that they are working on “predictive models” that are programmed to predict which products customers will prefer and what they will like in the next step in order to add to the large amounts of data they have received thanks to the “Money Card”. understand, adding that with the artificial intelligence-based “Fruit-Vegetable Image Processing Project”, they can measure the utilization of cash registers with artificial intelligence and immediately monitor the quantity and inventory of products.
“The use of artificial intelligence applications in internal operations makes a difference”
Tatlıcı stated that artificial intelligence significantly increases efficiency in both brick-and-mortar retail and e-commerce and that it contains unlimited innovations with the ability to quickly adapt to customer habits and expectations, concluding his words as follows:
“In artificial intelligence applications, our work on topics such as virtual assistants, chatbots, big data analytics, order analysis and inventory control with intelligent algorithms, measuring planogram compatibility with image processing and object recognition is at the forefront. In this direction, the use of artificial intelligence applications in internal operations It makes a difference.
We see this effect in daily operations by receiving instant information, optimizing processes and making interactions with customers smoother. “As we use artificial intelligence applications in increasingly diverse areas with increasing momentum over the years, this effect will increase day by day.”
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