ODP turns to AI

Office supplies retailer The ODP Corporation has announced the implementation of cutting-edge Generative AI technology across its nationwide network of Office Depot and OfficeMax stores

This technology has significantly enhanced its customer experience and further demonstrates the Company’s commitment to adopting artificial intelligence technologies.

The ODP Personal Assistant—an internally developed AI application that leverages the same technology as ChatGPT and maintains all data within ODP's secure environment—launched in February 2023 to thousands of associates across all business units.

Based on early successes realised after its launch, the decision was made to integrate comprehensive knowledge bases into the application, to help associates obtain quick answers to common questions to enhance the service provided to customers.

To further enhance customer service in the Company’s store locations, a retail knowledge base was developed and has been accessible since December 2023 on store computers and handheld devices used by store associates.

"We are thrilled about the potential of Gen AI to revolutionise our customers’ experience," said Gerry Smith, chief executive officer of The ODP Corporation. "This approach highlights our dedication to technological advancement and enhances our ability to streamline activities and tasks within our stores. We’re committed to further exploring transformative AI applications across our entire organisation."