Woolworths Identifies Stores In Stock With Google Search, Maps-Cloud-Software Initiated Chat

Woolworths quietly announced the world’s first by finding product availability and aisles through customer-initiated chats, either on Google Search or on maps.

The retailer was quietly absent as the initial user of Google Business Messages accessed through maps and searches.

Under the changes made to the business message feature at the end of last month, Google is now allowing organizations to “integrate business messages directly into the customer service platform.”

“To improve our connection with our customers, [also] Google recently introduced a new smart reply, a visual product carousel, and a unique welcome message,” Google said in a blog post on June 25.

Google your store on your smartphone and you’ll see a list at the top of the results with icons for making phone calls, sending messages, and getting directions to your store.

When a user searches for a particular Woolworths store, tapping Message will display a chat window overlay from Woolworths’ proprietary Olive conversational AI platform.

Woolworths was the first to run it in Australia, said Luke Heimann, owner of the voice and AI product, in a short LinkedIn post.

In addition, Woolworth “integrated local product inventory searches for the first time in the world,” Hyman said.

“In Australia’s largest supermarket, Woolworths, you can search for products in local stores for inventory and aisle information, and get time and COVID-19 updates to make shopping easier. You can do that,” says a Google blog post.

The screenshot shows an optional carousel embedded in the Olive Chat window.

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