Nestle’s “cookie coach” initiative increases AI efforts.
Nestle USA has launched a new and creative platform that will provide consumers looking for the ideal cookie with an additional tool.
Nestle has introduced the “cookie coach,” a lifelike virtual avatar that employs AI for natural language and autonomous animation to respond to simple inquiries regarding the company’s Toll House chocolate chip cookie recipe.
The “coach,” named Ruth after Toll House Inn founder Ruth Wakefield, is able to decipher and answer a variety of spoken or written inquiries.
Many calls to its helpline seeking advice on how to produce the ideal chocolate chip cookie and troubleshooting cookie baking issues prompted Nestle to decide to introduce the cookie coach, according to the company. Since the coronavirus (COVID-19) epidemic struck in the spring of 2020, the company has received more calls for assistance.
Positive comments have been received thus far about the cookie coach, according to Nestle. The company also shared the results of a recent study it conducted among clients of Ruth, which revealed that 84% of respondents stated they would use Ruth again and 83% would suggest Ruth to a friend.
“For over two years, the Nestle team has been working to introduce Ruth, the “cookie coach,” to bakers,” stated Orchid Bertelsen, Nestle USA’s head of digital innovation and transformation. As satisfying customers is at the heart of everything we do, we recognized we had a chance when we examined our Consumer Engagement Center calls and discovered that 70% of all incoming queries concerned troubleshooting our renowned Nestle Toll House cookie recipe, which also happens to be the most popular page on our website, VeryBestBaking.com. Ruth is an example of how we’ve invested in technological innovation to make sure we’re satisfying customer needs. We keep an eye on how customer behaviors are changing and search for new ways to use digital innovation across our portfolio of brands to address issues.
In contrast toother smart speakers or virtual assistants that provide consumers with speech or text-only assistance, Ruth is a multimodal digital human virtual assistant, Ms. Bertelsen said.
“We used autonomous animation for Ruth’s face during development, meaning that her mouth movement automatically synchronizes with her speech,” the spokesperson explained. Artificial Intelligence is merely one of the ways we assist our clients. Whether it’s over the phone or through a helper like Ruth, we want to meet people where they are. We take great pride in being at the forefront of new technologies, testing and figuring out how to better serve clients wherever they may be and however they choose to interact.
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According to Ms. Bertelsen, another example of Nestle’s digital innovation is the company’s recent introduction of Nestle Toll House Cookie Delivery in Washington, DC. The delivery program offers fresh baked cookies for on-demand delivery by utilizing a ghost kitchen and collaborating with DoorDash, GrubHub, UberEats, and Postmates.