Freedom Furniture turns on AI-based search and personalisation

Australian retailer Freedom Furniture is boosting its SAP-based ecommerce site with AI-based search and personalisation.

The furniture and homeware retailer will use technology from Coveo to assist with product discovery and customer personalisation.

In 2020, Freedom re-platformed its ecommerce operations onto SAP Commerce Cloud.

With over 60 store locations across Australia and New Zealand, Freedom added in the new capability to back its online growth.

According to early results with the Coveo integration, Freedom has experienced a 15 percent uplift in customer sessions using the AI-powered search function.

It’s also seen a five percent improvement in average order value year-over-year for customers engaging with the AI-assisted search.

The features allow Freedom to generate predictive suggestions, relevant search results and recommendations based on real-time shopper behaviour, with the aim of improving customer engagement and conversions.

“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," Freedom's digital general manager Paula Mitchell said.

Freedom has previously tapped customer data from its online and physical stores to gain a deeper understanding of its customers.