Coveo, the leading enterprise AI platform that brings AI search and generative AI to every point of experience, announced that Freedom Furniture, a leading furniture and homeware retailer with over 60 store locations across Australia and New Zealand, has chosen Coveo’s AI Platformto improve product discovery during the omnichannel shopping experience.
Over the past 18 months, Freedom experienced a nearly fivefold increase in its product offerings, expanding its catalogue from 10,000 to 45,000 items and counting. This rapid growth, combined with evolving online shopper expectations and ambitious plans for the future, led the company to re-evaluate its e-commerce technology stack. To support this transformation, Freedom replatformed its digital channel with SAP Commerce Cloud in 2020, boosting the share of online sales from just 6% to 25%. Recognising the strategic need for an AI-powered search solution to enhance product discovery and streamline operations for its merchandisers, Freedom chose Coveo’s AI Platform to support its online growth.
“We believe in harnessing advanced digital technologies, including AI, to provide the best possible customer experience we can deliver, driving business growth as a result. Coveo provides the robust AI functionality we need to power intuitive, hyper-personalized 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,” said Paula Mitchell, digital general manager at Freedom.
“Furthermore, with SAP Commerce Cloud powering Freedom’s e-commerce infrastructure, it made sense for us to choose Coveo, an SAP Endorsed App partner, to enhance product discovery, search, and more,” added Mitchell. “We look forward to leveraging Coveo’s capabilities to transform our shopper’s experiences.”
“Freedom is a forward-thinking brand that recognises the transformative power AI can have on the customer experience. By leveraging Coveo’s AI Platform Freedom can guide customers effortlessly through their product discovery journey, whether they’re searching for the perfect chair, couch, or dining room set, resulting in better buying decisions, increased purchase satisfaction and repeat visits,” said Alexander Mahr, director, ANZ Region, Coveo.
The Coveo AI Platform is live on Freedom’s online e-commerce site providing an end-to-end solution to improve all facets of the shopping experience, improving engagement and increasing conversions, including:
- Search: Predictive suggestions and relevant search results powered by multiple layers of AI models that go beyond popularity ranking and adjust to shopper intent in real time.
- Listing pages: Specialised AI optimization that learns from user behaviour and product attributes to optimize listing pages towards business KPIs.
- Recommendations: Product and content recommendations augmented in-session based on real-time shopper behaviour and intent cues, using deep learning models.
- Merchandising and insights: A dedicated merchandising hub with visual tools, and insight-driven intuitive workflows to effortlessly mix manual rules with AI in the product discovery experience to achieve the optimal business outcome.
Already within the first 30 days, Freedom has reported a 15% uplift in customer sessions utilizing the new AI-powered search function, with an impressive Average Order Value (AOV) improvement of 5.5% year over year for customers engaging with the onsite search function.
