Instacart, the popular grocery delivery and pickup service, is utilizing generative AI technology to enhance its services and drive its business forward. One of the key features that Instacart has introduced is the Ask Instacart feature, powered by OpenAI’s ChatGPT. This AI search tool is integrated into the Instacart app’s search bar, allowing customers to ask questions, receive personalized recommendations, and obtain information on product attributes, dietary considerations, and food preparation. This feature aims to save customers time by providing all the necessary information within the app, making Instacart a one-stop service for all their grocery needs.
Another innovative use of generative AI by Instacart is the creation of a ChatGPT plugin for accessing recipes. Customers can request a recipe, generate an instant shopping list based on their existing ingredients, and have the remaining items delivered to their door via Instacart. The company is also utilizing generative AI internally to streamline operations and increase productivity. Internal chatbots trained on vast amounts of data help employees access information and answer FAQs, while generative AI is used to write and enhance computer code, saving time and increasing efficiency for the team.
Generative AI is also employed to categorize and group ticket requests from retailers, helping the team prioritize requests, avoid duplication of efforts, and identify patterns across different tickets. This technology enables the team to respond promptly to retail partners and provide efficient solutions to their needs. Additionally, generative AI is used to develop new product experiences, such as the Ask Instacart feature, showcasing how AI plays a central role in shaping the company’s customer experiences and internal processes.
Overall, Instacart’s innovative use of generative AI demonstrates its commitment to adopting new technologies and enhancing customer service. By leveraging AI across its business, Instacart has been able to deliver personalized recommendations, streamline internal processes, and respond efficiently to retail partners. The company’s proactive approach to incorporating AI and generative AI into its operations sets an example for other businesses looking to innovate and stay ahead in the rapidly evolving digital landscape.
