#AI Technology #Australia #Sydney #Coveo #Freedom Furniture

Revolutionizing Retail with AI

In an era where customer expectations are continually evolving, Freedom Furniture, a foremost retailer in Australia and New Zealand, is embracing innovative solutions to redefine the shopping experience. Recently, Freedom Furniture selected Coveo, a leading enterprise AI platform, after a thorough RFP process, to enhance product discovery and improve customer satisfaction.

The Need for Innovation

Over the last year and a half, Freedom Furniture expanded its product catalog significantly, from 10,000 to an astounding 45,000 items. In response to this substantial growth and the increasing demands of online shoppers, Freedom initiated a comprehensive review of its ecommerce infrastructure. This re-evaluation led to the implementation of SAP Commerce Cloud in 2020, which dramatically shifted online sales from 6% to 25%. Recognizing the importance of AI-driven solutions, Freedom sought to incorporate Coveo's AI capabilities to streamline operations and elevate the shopping journey.

The Power of Coveo's AI Platform

Coveo's AI Platform™ offers a suite of powerful features designed to optimize the shopping experience. The platform is integrated with Freedom's digital channel, providing real-time search capabilities and personalized recommendations that evolve based on customer interaction. Paula Mitchell, Freedom's Digital General Manager, highlighted that, "Coveo delivers the robust AI functionality we need to power intuitive, hyper-personalized shopping journeys while scaling with our growth."

Coveo’s advanced AI technology enables:

• - Predictive Search Suggestions: AI models enhance search results, adjusting in real-time to shopper intent.
• - Optimized Listing Pages: AI adjusts page presentations based on user behavior and product attributes to meet business KPIs.
• - Recommendations Based on Behavior: Product suggestions are dynamically generated during customer sessions to enhance engagement.
• - Merchandising Insights: A dedicated hub for visual merchandising tools allows users to blend manual rules with AI insights, ensuring optimal outcomes.

Since Coveo's integration, Freedom has reported remarkable improvements in customer engagement. Within just 30 days, customer sessions utilizing the new AI-powered search feature saw a 15% uplift, alongside a 5.5% increase in Average Order Value (AOV) for users engaging with the search platform.

The Future of Retail Experience

Alexander Mahr, Coveo’s Director for the ANZ Region, pointed out Freedom's progressive approach, emphasizing the importance of leveraging AI to navigate the product discovery process seamlessly. “With Coveo’s AI Platform™, Freedom can guide customers effortlessly, leading to better buying decisions and increased satisfaction,” he stated.

This partnership promises to bring continual enhancements to how Freedom Furniture interacts with its customers. As both companies prepare to showcase their collaboration at NRF 2025, including sessions on how AI is reshaping online retail, they highlight a significant leap forward in the industry.

Conclusion

The collaboration between Coveo and Freedom Furniture illustrates how leveraging AI can significantly improve customer interactions and satisfaction in retail. As consumer expectations continue to rise, the integration of sophisticated technology solutions like Coveo's AI Platform will play a vital role in shaping the future of shopping experiences. The success of this partnership sets a precedent for other retailers aiming to adapt to the dynamic digital marketplace, paving the way for an era of hyper-personalized and efficient shopping journeys.