Kroger, Giant Eagle, and DoorDash Build Agentic AI Assistants for Smoother Shopping Experiences

Groceryshop attendees this year were treated to a flurry of discussions on agentic technology from top retailers Kroger, Giant Eagle, and DoorDash. The focus was clear: leveraging artificial intelligence (AI) tools to bridge the gap between physical stores and online ordering systems. Rather than relying on simple search functions or intrusive chatbots, these companies are investing in practical AI solutions that streamline shopping journeys for customers.

Yael Cosset, Kroger’s chief digital officer, emphasized the importance of removing friction from the shopping experience. ‘The shopping assistant is helping close the gap between inspiration and basket shopping,’ he explained. This means enabling customers to seamlessly transition from browsing online or in-store to making a purchase without unnecessary steps or obstacles.

Shweta Prabhu, Giant Eagle’s vice president of digital, e-commerce, MarTech, loyalty, data analytics, and AI enterprise systems, highlighted the benefits of agentic shopping for retailers. ‘Our omnichannel shoppers have a 30% higher lifetime value compared to single-channel shoppers,’ she noted. This underscores the significance of investing in seamless experiences that cater to customers’ diverse needs.

Giant Eagle has made significant strides in this area by integrating its e-commerce operations team with marketing and merchandising teams. Heather Feather, vice president of digital, e-commerce, and customer analytics, explained that this collaboration enables them to better target potential crossover shoppers between online and physical stores. The company’s AI recipe generator is a notable example of how agentic tools can enhance the shopping experience.

Kroger has also been working on building its own naturally conversational shopping assistant. Cosset emphasized the need for retailers to develop strategies that help customers integrate agentic grocery shopping into their busy routines. ‘Customers don’t wake up and say,