Homeware and furniture retail brand, Freedom Furniture has adopted Coveo’s AI platform to enhance customer engagement within its omni-channel shopping experience.
Over the last 18 months, Freedom Furniture has increased its product catalogue from 10,000 items to 45,000 items. This almost fivefold increase, combined with changing customer expectations, led the company to re-platform its digital channel with SAP Commerce Cloud in 2020. While online sales rose from 6% to 25%, Freedom shifted its attention to AI-powered search solutions this year for greater product discovery and operations, choosing Coveo’s AI Platform to support the move.
The Coveo AI Platform is live on Freedom’s online ecommerce site, automating the shopping experience with predictive suggestions and relevant search results. Specialised AI optimisation learns from user behaviour to shape listing pages for business KPIs, while product recommendations are changed in real time based on shopper behaviour and intent cues picked up by deep learning algorithms. Coveo has also installed a dedicated merchandising hub with visual tools and intuitive workflows to deliver recommendations for optimal business outcomes.
So far, Freedom has reported a 15% increase in customer sessions, with an Average Order Value improvement of 5.5% with customers using the online search function.
Freedom digital general manager, Paula Mitchel said, “Coveo provides the robust AI functionality we need to power intuitive, hyper-personalised shopping journeys while scaling with our growth. We see Coveo as an innovation partner whose AI roadmap will continue to push the boundaries of what we can deliver for our customers.”