AI in Consumer Staples Distribution & Retail

Dirk Rossmann GmbH, the German drugstore chain operating 5,200 stores across Europe, deployed ServiceNow agentic AI on top of a ServiceNow Retail Operations mobile-app backbone that consolidated IT, HR and Store Operations requests. The first AI routing agent went from 56% to 94% accuracy in two weeks through knowledge-article tuning alone, and the full process now turns a single store issue from photo to prepared case in under five seconds, down from nine minutes of back-and-forth.

Košík.cz, the Czech online grocery leader, became the first grocery retailer in Central & Eastern Europe to go live on the ChatGPT App Marketplace, deploying an MCP-based AI shopping agent — built by BigHub — that lets customers complete full grocery orders through a single conversation. CEO Jan Kopecký predicts 10% of orders via AI agents within years and 25% by 2030.

Albert Heijn, the Netherlands' grocery market leader and subsidiary of Ahold Delhaize, deployed a Rasa-powered AI agent to improve customer satisfaction while reducing pressure on human support teams. The AI agent handles complex customer requests in Dutch across web, mobile, and WhatsApp channels. The company measures success using prevented contact rate and quality score.