Well, nice to meet everyone. Thanks for being here. My name is Jenna Goldstein. I lead the sales team here in the U.S. at YOOBIC. I have the pleasure today to be joined by my CEO, Fabrice, and Matthew from the GameStop team. Really exciting session. I had the pleasure of onboarding the GameStop team a few years ago and really excited to share their story. And Matthew leads their tasking, operations, and learning teams, and he's gonna be sharing a little bit more about YOOBIC and also how they really centralized and simplified the experience for the store teams, and how they're leveraging AI to do that. So it should be a very exciting session. I'll let Fabrice, Matthew, if you wanna give a quick intro, we can kick it off.
Go for it. So, hi, I'm Fabrice. I'm the CEO of the company. Very happy to be here and share with you, what we are doing, at YOOBIC, how we've worked with GameStop, and, where we are investing on AI capabilities.
I got nothing special to say, so we're good.
All right. Well, great! Well, just a little bit about YOOBIC before we hop in to the session for those that aren't familiar. So really at YOOBIC, what we believe is the success of your best stores, what's behind that? Your store teams. However, a lot of times, retailers, it's very tough for the store associates. So you can see on the left, I'm seeing smiling faces in the audience, probably because this is maybe what your tech stack looks like today. There's many different tools and systems in place, whether that's other applications, point solutions, emails, Teams, which makes it very complex, and even more importantly, the systems aren't communicating to each other, right? And then, on the right-hand side, typically what you see is there's, really good BI or, or POS tools that are giving you guys data on sales performance.
But if a metric's dropping, it's really hard because of these disparate systems to really identify why that is. And that's really where YOOBIC comes in and where we're focused on. So really at the intersection of how can we drive operational excellence and give leaders like yourself and the audience really good visibility on what's actually happening at the store. But on the flip side, and a lot of what Matthew's gonna talk about today, is really around what that means for the employee. How do we drive a better experience for them, and how do we create an engaging environment where they wanna come to work and feel like they're part of the team?
And the way that we do that is in one simple, easy-to-use application that looks and feels like social media, that they log into in their shift, and they really know what's expected of them and how to run their days. We'll be talking a lot about some of these use cases today that Matthew and his team are focused on, specifically around communication, so employee recognition, internal or urgent communications, and things like, tasking and working, where there's more, you know, recurring procedures like task management around opening and closing checklists, visual merchandising execution, and then all the way to learning. So thinking through not just what this means when an employee starts day one, and how they're onboarded, but how do we continuously train and onboard them throughout their journey at a brand?
So, lots of great stories that we can share and many different clients that we work with, and excited to share a little bit more about the, the GameStop team today. So let's hop in. Just a little bit about the GameStop project, and Matthew will be sharing many more things in a moment, but they came on board, they went live in March 2023. We'll talk a little bit about the implementation process, around kind of 4-5 months to across all 3,000 of their stores, also in their distribution centers as well. So really thinking of this whole experience as not just what does this mean for the store, but across the connected enterprise, whether that's HQ, distribution center, and field.
I know before you came to YOOBIC, you were using many different point solutions, so excited to share a little bit about how kind of bringing those all together, what that really meant. And one other thing, thinking about what this not just means for the store manager, but everyone in the store. So 22,000 users live in the platform and how to really drive a lot of that connectivity. So enough from me. Let's hear a little bit from Matthew and the team. So, Matthew, maybe you can share a little bit more. What were you looking to solve when you came to YOOBIC? What kind of prompted an exploration in general?
Yeah, I think it really comes down to the slide that was earlier-
Yeah.
Right? Disconnected tech stack. Just a variety of different solutions that did not necessarily apply or were streamlined in any way. So the ability to get to bring all of those things together into one seamless integration and something that's an all-in-one shop, right? It's that one spot. We struggled with things like real-time analytics and actually the ability to make those actionable in any real way. So, just anything that we couldn't. We were just limited. We were in the past, unfortunately, so.
A lot of your associates are in the future with-
Right
all the different exciting games that are going on, so bringing those two together.
Right.
Interesting. And what were some of the overall kind of objectives, or how were you gonna think about measuring success before you brought on a tool like this?
Really, from the beginning, we didn't even look at any kind of like, real KPI-type metrics. It was just: How do we improve the experience? So, you know, with prior tools, it was clunky. It was almost like an email server. Tasking was limited. Visibility for our district and regional level was limited to is it done or is it not done? So no real detail about how long did it take or, where did they struggle along the way? What was their feedback, along the way as well? So the employee experience was really at the forefront of what we were doing, with everything in the platform. On the back end, yes, we had to make sure that there was operational efficiency scores in there as well.
So, the simplification of what we were using, we had one platform for tasking and communications and a separate platform for learning. Now everything's in one place.
Fabrice, is that kind of similar to what, what we're hearing across many of our clients that we're talking to every day?
... Yeah, we hear that all the time, the way of working, the different systems that the store employees need to juggle between. We released a survey a few months ago. We talked to 1,000 store associates, and they have to juggle on average between 12 different apps during their day. It's making their lives not so easy, and they're losing so much time, which could be dedicated to customer service. In an environment where there is massive pressure on margins, wages have increased, costs of real estate are increasing, you need to find efficiency. So quality of the customer experience is becoming the center of, and the focus for many of our clients. One of the big challenges we hear is employee onboarding.
Onboarding, continuous training is essential, and if you don't do that well, you might lose your best employees, or even worse, you might have, you might not deliver the brand promise in the store. So this is essential. The second thing that we are hearing a lot is the number of system that they are using. So at YOOBIC, we're seeing that simplification, making the life of the store associate easier, will enable them to deliver better service and to perform at their best. This is the core of what we're doing at YOOBIC.
Matthew, I know when you were looking at, you know, obviously launched a very extensive RFP in the market, like, what were some of the things that made you say, "Hey, YOOBIC is the right kind of partner," and maybe share some things with the audience if they're kind of going through a similar evaluation?
Yeah, I think for us, our brand is very important. It's... We are very well known in the retail industry. So-
Mm-hmm.
-being able to have a customized platform, something that speaks to our employees, was very, very important to us. I mean, you can see in some of the imagery up on the slides there that, you know, our leaderboard is truly a leaderboard. It's styled like an arcade leaderboard screen. So, having everything in one place, the customization, the real-time analytics, and then from a learning standpoint, things being SCORM compliant as well, because we had our prior platform was essentially just glorified PDFs and quizzes. But now the actual interactivity and the ability to implement real learning management tools, and have a true learning system and not just a, "Read this picture," and then-
Yeah.
take a quiz," was really important to us.
Yep. Fabrice, anything you want to add from a just overall GameStop and what's meant from the brand to come on board?
Yeah. Yeah. First of all, so I have a 15-year-old son, and we're going to GameStop for every big, new, video game coming on the market. So this is a place where we have fun. That's for me, personally, a great journey to be able to work with Matthew and his team. GameStop is a household name and iconic brand in the market, and what we realized during the process is that we were sharing the same passion about enhancing the employee experience and looking at the customer experience through the lens of the employee experience. So it's been a great journey so far and very happy to see what's coming next.
So we had about two months ago, we went down. Some folks from the YOOBIC team went down to GameStop's Store Leader Conference, where they were talking about the launch of YOOBIC and walking through some different, you know, key areas that they were focusing on for 2024. So we actually had a chance to create a video with some of the folks on the team. So I wanted to share that today to be able to hear live from some of those folks. So.
GameStop is a global retailer of specialty video games, collectibles. Started in the 1980s. We have just under 3,000 stores.
Data was the biggest challenge before YOOBIC. We used a previous platform. It was just writing and putting it out there and hoping that someone reads it.
We have a large physical footprint of brick-and-mortar stores. Because we're so spread out, it was important to create communication across all channels. So we've internally branded YOOBIC as Main Menu to keep it in theming with our gaming culture.
As a store manager, the number one thing I wanted from the Store Support Center was to be able to actually get a hold of someone. Before, we had phone numbers, or we had GSO, we could write an email, and maybe we would get a response. But now, you get a response from Store Ops team within a day, and most of the time, within the hour.
I would say the most significant impact from a learning perspective is being able to talk to my learners directly.
Yeah, one of the benefits of using YOOBIC is being more modern.
Previously, when I would pull reports, I'd had about two hours scheduled, Monday, Wednesday, Friday. So we're talking two, four, six hours a week. It takes 30 minutes now, if that.
We're at the Store Leaders Conference for 2023, which gathers about 3,000 of our associates to celebrate the business. We have basically our internal talent show.
Main Menu has been our number one place that we've posted it, that we've talked about it, that they voted on it. The GameStop Store Manager Conference community, that's been their sole source of information for this whole process.
One word I would use to describe YOOBIC is optimized.
Is connectivity.
Togetherness. It's bringing a company across the entire U.S. together in ways that company has never experienced before.
Let's say efficiency. It's been very efficient.
Can I just say connection? And true connection, not just I sent a message and waited for a response... That's the first time that's seen publicly, isn't it?
Yes.
Yeah.
Sure. The live launch. So my, my biggest question is: did you participate in the talent show?
I host. Well, no, sorry. I hosted the cosplay contest. I did not participate in the talent show.
Okay, so next year.
No. I'm a behind-the-scenes guy, not a... Yeah.
So tell us a little bit more about, you know, why you decided to launch it at the conference. Like, what were some of the key use cases that you were trying to drive when it comes to, you know... Do you have over 3,000 stores globally? Obviously, I think we reported there's over 25 different... 25,000 users, over 10,000 activities happening in the platform on a, you know, a given month. Like, how does that—what impact is that having on connectivity and kind of driving, fostering a better culture across the brand?
Yeah, Renee said in the video that the ability to get an answer-
Yeah
within the day, if not within the hour, is very, very, very crucial for us. We set out to do this to, number one, create bridges between our Store Support Center and the stores because they are the most important thing that we have. I still have to convince the rest of the marketing team, but our associates are our best marketing. You know?
Yeah.
They're the ones that are on the front lines-
Yeah
they're the ones that are having an impact on a day-to-day basis. So the communication was just absolutely crucial to create that through line back and forth. There's a feature within YOOBIC called Questions, where people can go, almost Quora style, and ask questions and crowdsource the answers to things. It's built so much of an efficiency for us, too, because we have so many knowledgeable associates that I don't have to be the one that answers every single one of those questions.
Yeah.
We can source that from people who are knowledgeable, people who've spent a long time in stores, people who maybe just read through the procedure manual, and they know the answer. We can go in and verify those answers and say, "Yes, this person is knowledgeable. This person does know what they're talking about." So that's been just game-changing.
And-
Not to be punny, but...
And I think that's how you help drive adoption in the tool, right? Where it's not just top-down but bottom-up, and nominating ambassadors to help you guys answer the questions and giving them some ownership over the tool and what you're doing.
Mm-hmm.
Talk to us about some of the other use cases that are living in the platform, and you're seeing on the screen some examples of that today.
Yeah. So we've got everything from... So we, we've mentioned GameStop Has Talent. Everything GameStop Has Talent, except for the actual on-stage performances, was done through YOOBIC. So the submissions of content, the voting on content-
Mm
... the feedback around the content of, "Eh, maybe this shouldn't go out there into the public." Everything was done on the platform. So, that's kind of... I mean, that's a small use case in...
Yeah
... in the grand scheme of things.
But it highlights overall how some of the different-
Right
Touchpoints that you're engaging, not just top-down tasking, for example.
Yeah, and it, and it continues to go back to that, that community, that-
Yeah
... connection, growing all those different things. You know, I use the phrase when we kind of set off into this. I use the phrase a lot: to give people a place to communicate professionally, so they don't have to go somewhere and communicate unprofessionally. There's a certain-
We know what you're referencing.
There's a certain message board that's kind of infamous through our company. So, you know, giving them a place to actually talk to their peers, talk to the office, and create those connections, too. From a tasking standpoint, we've been able to do everything from revitalize and refresh and recreate our store visits, store audits from a district manager, regional director perspective, working on loss prevention audits that have a unique logic built within them, so that it's not just yes or no, they did this thing, but they did this, and this is the impact, and these are the things that I need them to do. Because before they were using an Excel spreadsheet-
Mm-hmm
... and exporting it to PDF and emailing. Now, it's all done right through the platform.
Yep. And how does this tie into some of the learning and training components?
Yeah. I mean, I mentioned earlier that we didn't have a true LMS.
Yep.
Right? It's a PDF, it's an image with some text on it, and then they do a quiz. The unique tools that we can use within the platform just add a different layer to things. And I mentioned they can ingest SCORM content so that we can create something in an external authoring tool and then bring it in. But with our business, there's an importance around agility and efficiency with things, too. So maybe I don't have the time to put 15, 20, 25 hours into something externally, and I need to create it in a quick manner, but something that's gonna still look very good.
Yeah.
And so being able to create quickly, get results quickly, and then look at analytics quickly around that content has been absolutely important. We have some second-hand laws within California, where because we buy product back from people, there are certain laws that have to be followed. Well, we were able to deploy training around it, but then review the questions, look for what are the questions that people are missing the most commonly? Is it because of the question? Is it because of the training? Is it because of how things are phrased? And make adjustments and tweaks in real time so that we can see improvements, too.
Yeah, I think you were saying there was one question that was constantly missed.
Mm-hmm.
As opposed to marking that user as maybe under-trained, you went back as a management team and said: How can we redo that question to make it make more sense for the user? 'Cause maybe it's on our side. So some of those kind of agile insights. Yeah.
Something as simple as there are four correct answers in parentheses, so.
There you go. What has this meant for, from the HQ side? We talked a lot about the impact from the store. How are you leveraging this from an HQ side?
Yeah, I mean, I keep talking about the analytics piece, but, we before we had, "Is it done or is it not done?" Now we have, "Is it done? When was it done? How was it done? In what manner was it done?" All sorts of different things in there, too. And not, not just from, like, a pure data perspective, but the ability to do things like submit photos, annotate them in real time, and get those corrections made within our stores, too. And we can see all that from an HQ perspective, but really it's the, the frontline users who are using this the most. And I think that's really important.
So-
One thing we should mention here, because Matthew is being very humble, this is a deployment for 22,000 people that has been done in four months. So this, this is pretty... When you think about it, this is pretty massive. The second thing I think, I've seen with GameStop is when there is a new game coming onto the market, being ready on time in all 2,200 stores is essential because each day you're losing of sales might be a day that you will never recover. So pulling the entire network in sync with the priority of the business is essential, and it's not easy to achieve if you don't have a tool for that, right?
Yeah.
Fabrice, I know a topic that you mentioned a lot earlier was around centralization and this idea of a super app and bringing tools together in one platform. Can you tell me a little bit more about that?
Yeah. We've been thinking a lot about a recent Gartner publication, around, the value of a super app. So Gartner is defining a super app as being a Swiss Army knife, with many tools that serve a purpose. So this is basically what we are building, at YOOBIC. We want to be an all-in-one solution for the frontline employee experience and specifically, designed for retail. Why do we think it's important? For three reasons: consolidation of tool, number one, building a unified ecosystem, and third, simplifying the user experience. The obvious impacts of a super app is the cost impacts. Because you're gonna have into the same platform, the learning, the tasks, the communication. Can you go back to the previous slide?
Yeah.
You're gonna have the learning, the tasks, the communication under the same roof, number one. You're gonna simplify the maintenance of the interface between the different systems, and you're gonna facilitate the onboarding of the user. So cost saving with a super app is an obvious impact. But what I really, I'm really excited about is how we can leverage a super app to build new business case. And we have two main concept in the app. The first one is called automation, the second one is called orchestration. So this is how you build in the app a sequence of event to deliver a business process. So here on the slide, we see an example of a product launch process.
The first step will be sharing a news in the newsfeed so that everyone in the store know about what's happening next and what is the product launch about. The second sequence of event might be a training to make sure that everyone is aware of the characteristic of the new product, and how to sell it with maybe a quiz. The third step might be a task, so that in the store, we are executing the visual merchandising to be ready for the launch. And maybe a few days before the launch, you want to do, reinforcement training. So the beauty of having that into the same app is you can build those processes and then compare the execution of the processes with sales data and see the correlation. And this is where we're striving at YOOBIC, by helping our clients achieving better business outputs.
So Matthew, based on, you know, some of the points that Fabrice shared around bringing everything together and orchestrating the right types of content at the right time to the end user, can you talk to us a little bit about some of the results since going live and what that's meant?
Yeah. So, I think these are, these are up to date, right?
Mm-hmm.
So, 99% of sites active. I think there's only one site that's inactive, and it's because they're not allowed to use it because it's a warehouse. They're not allowed to use it on their personal device. They have some other things there, too. So, but yeah, it's been really... I hate using that term, but really game-changing, right? So, it's been just completely different every single day, and we're learning more every day, too, about how can we take things and integrate them and orchestrate them and fill out that kind of full flow of content. You know, the Customer Success team is...
I mean, they, I think they like me, but also are bothered by me because we're, we're always trying to, like, kind of push ahead. And, and with us being sort of a tech-focused company, we're, we're on the cutting edge of a lot of different things, and so we're, we're encouraging, I hope we're encouraging, we're hoping we're, that we're encouraging YOOBIC to, to continue to grow and, and do things that are gonna help us, but they're also just, just plain helping us-
Yeah
in the business, too. So, yeah, just a, a-
Yeah
... a ton of activity and people in there every single day. It's like, it's almost a good thing when people talk about the platform, because it tells... Even if they say, like: "I don't like this thing," but you were in it. So that's good.
That means you're engaging with it in some way.
Right. Right.
... Yeah, and just more broadly, the kind of three main buckets when we think about impact and for folks in the audience that are maybe thinking about, "Hey, is this the right project this year for our Teams?" Those kind of three key areas that we're typically working with retailers on and seeing the biggest impact. So operational efficiency, sales, and employee experience. So what this means from an operational efficiency perspective really comes down to time savings. So we work with a very large pharmacy retailer. They have around 2,500 stores globally. They did a very large time work study before they came to YOOBIC, and one of their biggest things is that they were spending way too much time. Their associates were reading and digesting and absorbing SOPs.
So these were the job aids and documents every single day. What they saw within YOOBIC is they were saving 65% of their time, actually, every single day, going through and reading those SOPs, which obviously equates into payroll hours that they can either cut or reallocate to higher value tasks. The second one was around sales. We typically see around sales. One of the biggest metrics for many retailers is product stock clearance. For example, this retailer, similar to GameStop, is a shoe retailer, has big Nike launches that they needed. They would launch a shoe, and they needed to make sure it was cleared and sold within the first go-around, because the second go-around, they would have to mark it down, and obviously, the margins are different there.
So thinking through how they can help their Teams get ready for that launch, and really make sure they're knowledgeable and aware of what needs to be done, and it's actually executed correctly, and we're seeing that impact conversion rate as well. And the last one is probably my most favorite, is around employee experience, because at the end of the day, this is really what the tool is bringing, is: How do we make the lives of the teams easier? So typically, we're seeing around an associate spend around one hour per week on training.
And what this means is not in one go-about, but every single day, they're logging into the platform and being able to say, "Hey, here's three to five minutes of, you know, the latest thing that HQ wants me to train about," about the new collection, for example, and how that can be spread over a week period as opposed in two, in one batch. So just a few different areas, whether it's from cost reduction or sales and revenue-driving increases that we're seeing across the board. So now to the most exciting part, which is what's next. So, the past six months, the six months or so, I would say, we...
So, we had GameStop in our beta program to test our new YOOBIC NEO, which is officially launching to the wider audience today or the past few days at NRF, which is very exciting. We've been working on it for over a year, year and a half at this point now. We asked GameStop, because they're always, in a good way, challenging us, to be a part of this beta. And I'm gonna let Fabrice share a little bit more about the wider vision with AI that we have, and then Matthew share about his experience using the tool.
Yeah, yeah, we are very exciting to launch YOOBIC NEO today at the NRF. So what is YOOBIC NEO? Think of it as YOOBIC on steroid. It's a suite of tools to better empower your frontline team, and we are bringing AI in all aspects of the platform: training, learning, task, and communication. We are expecting AI to help with productivity and with personalized experience at each level of the organization. So a store associate, a store manager, a regional manager, will have a different experience into the tool. We've been working on YOOBIC NEO for the past 12 months. It's a massive investment in term of R&D, product team, very...
We've been working with our clients, so everything we're gonna show you today are things that are in production with our clients. We're gonna focus on three capabilities today. The first one is content creation. How can you support your team to build content easily, whether it's a training course because you're launching a new product and you want to be ready in no time, a task that you want to create within the platform? We're gonna show you how we are supporting store associates with NEO Assistants and how we are providing a safe place to ensure peer-to-peer communication with a NEO Moderator.
So I wanted to share a little bit of the background, if we start with the first one around content creation. So what we're seeing on the left is a typical retailer that comes to us, where this, this particular retailer was trying to increase units per transaction, and when they mapped their units per transaction with the actual engagement in YOOBIC, you can see a positive correlation. So more engagement in YOOBIC was driving an increase in units per transaction. The challenge is that, how do you get more engagement in YOOBIC? And that means you have to create more content, and obviously, retail Teams at HQ are very slim, and content is king, but they don't always have the resources to do it. And what you're seeing on the right is actually almost a two, the kind of sweet spot in terms of content creation.
If they can create around one piece of content per week as opposed to per month, there's almost a 2x jump in terms of what that means from an adoption perspective. So we really looked in the data to say: How can we make content easier to be published on the platform? And Fabrice is gonna share a little bit more about that.
Yeah. So that's the first capability, that we call NEO Creator. So you can take any documents, PDF, SOPs, PowerPoints, upload that into YOOBIC NEO, and YOOBIC NEO will do the work for you, and will bring your content to life, creating news, tasks, course, quizzes, videos. So let's see a real example. This is a PDF document, 22 pages of SOPs from one of our clients. So what we're gonna do is very simple. We're gonna go into the backend of the solution, just upload this PDF documents....
We can prompt, we can, give some instruction to YOOBIC NEO about the length of the content we want, YOOBIC NEO to create, the number of questions, and in less than a minute, I'm gonna have my, content ready to be shared, with my team, and a quiz to test this- their knowledge. Here we go. And now the content is available. If you have already illustration in your document, it will use the illustration of the document. If you don't, we're gonna create with AI as well, some illustration for the content that have been created. The objective of AI is not to do 100% of the job; it's to do the heavy lifting.
So here, 90% of the job is ready, and now the learning and development team can do the adjustment to enhance the content and to make it ready for the team. The second example that I like a lot is, a lot of our clients are starting to do video training content. So here, we're gonna use this, training video, and AI is gonna listen to the video and build another training content, in less time that you need to... just to listen to the video. So we're gonna have a quiz immediately available for the store team that you can dispatch to your teams. Imagine the time saved here. From the implementation we've done, we are saving up to 75% of the time when it comes to content creation.
So the third example here is NEO Assistant. So you are in a store, you might have question about the latest uniform policy or the product return, and you have 200 pages to find the answer. You don't have time for that. So what we're doing here is we are training a chatbot to be able to answer to the store team in no time. So either you are on mobile, on desktop, you can ask the NEO bot, "What is the current dress code policy?" It will give you a short answer and point you to the document, the reference document, and people will be able to upvote for the right answer. So YOOBIC NEO will learn from the feedback and enhance the quality of the answer over time.
This is a really big one that we see lots of support tickets going to teams of, "Hey, I can't... How do I adjust my password?" Or, "Hey, how do I submit a ticket to log time PTO?" Ask the chatbot, it'll answer for you. So kind of helping them self-serve themselves as opposed to needing to use you guys as a, as a resource.
It's like having a personal assistant in your pocket-
Mm.
but at scale for all your store employees, basically.
Great. So then the last one that we wanted to talk about was YOOBIC Moderator. So what we hear a lot from store teams or from HQ, actually, is they're afraid to open up the entire newsfeed or access to YOOBIC to everyone to be able to generate content, because obviously, sometimes, you know, you might have a disgruntled employee, and you don't know what they're saying. So what this is gonna do is it's gonna analyze the language and text within the platform, and if an associate posts something that's potentially controversial or not within brand standards, it's gonna alert the admins that, before it's posted, and it's gonna ask the associate, do they really want to post this content? So it's just a way to kind of make sure that everything that's posted is on brand and within standards to your organization.
Where AI is super effective here is understanding the text within the context. That's where AI is super powerful.
Lots of exciting things that have been in the works for many, many months. Kudos to our product team on that. Maybe, Matthew, can you share a little bit more about why you decided to be part of the beta and what some of the results have been so far?
Yeah, we talked a little bit earlier about how we push you guys a little bit. But, you know, we really wanna consistently be on the cutting edge and using the latest and the greatest technologies to provide the best experience to our employees and improve the HQ experience as well. So that's kind of what drove us into working with NEO. Plus, Fabrice is good at convincing me to do things.
And what kind of impact do you think it's gonna have for your teams kind of moving forward?
The biggest thing we're seeing is efficiency from-
Yeah
... my team.
The content creation side.
Yeah.
Yeah.
You know, we've got the use case around content creation for learning up on the screen right now. Being able to take something like a document and generate a course that may have taken us 15-20 hours to work on and actually build in a proper L&D format, or we're now able to do in a significant fraction of the time, and then go back in and just make some slight tweaks on it.
Yeah.
I know Fabrice mentioned it, but you know, the heavy lifting was done, and then we had maybe 5% of the work to go back in.
Yeah.
Make some few corrections, adjust some pictures, things like that.
Yep.
So.
Which is good because you can even tailor it more to brand standards-
Right
... but the majority of the admin work is done. I think it's really interesting. Maybe you can share how you're leveraging the NEO Assistant feature, because you're the first brand of ours to be leveraging it with the chatbot in this way, and I think it's a really interesting use case that could be leveraged across other retailers in the audience.
Yeah. So Fabrice mentioned a store operating procedures of around 2,000 pages. Ours is 6,000 plus. So-
Wow!
The other-
6,000 SOP pages?
Yes.
Wow.
Yeah. We have a very complex business.
Yeah.
I mean, we're not like the standard retailer, where it's we sell things, we buy things, and we sell things. So there's a lot of complexity when that comes into play. The ability to have a resource where we can get a quick answer for somebody is very, very, very important. And on the flip side of that, too, and I think when we did some initial testing with the documentation, we were about 98% accurate with the questions, and that 2% wasn't because of something that NEO did. It was something that we didn't have in the documentation, and we didn't know wasn't in the documentation.
Mm. So it actually served up questions that you weren't covering in the materials?
Right. So we're able to kind of fact-check our own processes and procedures and create better content for the future, too, so we can cover those things that weren't covered in the past.
And how have you been leveraging this, across some of your support teams?
Yeah, so we've just started into some testing around doing things, not only with, like, a store operating procedure guide, but level zero, level one tech issues, customer service issues, things like that. The ability to not only give them an answer but give them a resource to, if there's further questions, here's the documentation-
Gotcha.
Here's the person that you should reach out to.
Yeah.
has been really, really crucial, and we're projecting about a 70% reduction in calls into helpdesk customer service desk.
Yeah, 'cause I know for you guys, if the store team wasn't able to answer the question, they would call the distribution or call center teams to help them-
Right
-answer those.
It's a lot of really silly, simple questions that there's already-
As opposed to the store associate being able to help the customer right in front of them-
Right
and have them have a better experience. So those are some great, great insights. Fabrice, anything that you want to share about where you think the future of kind of AI is going and where you see retailers leveraging this?
Yeah. First, I've been in tech for a few years now. The first time that I'm seeing the potential of a technology at this scale, that's something that is unseen, I think, in the past years. Many employees sometimes are worried about the impact of AI. I truly think, especially for retailers and frontline employees, that this is a huge opportunity. First, to optimize process, second, to boost productivity, and also to empower frontline team. To remove the repetitive admin task that you need to do if you are a store employee, to offer a personalized learning experience for each employee so that they can build their career in the store, and also for facilitating a communication between people.
So we are, in my opinion, just scratching the surface of the capabilities and the opportunity that are behind AI. In the next version, we're gonna release additional capabilities. One of them that I'm really excited-
Mm-hmm
... is what we call NEO Insights. So all our clients have reports, reporting, BI report, and they need to go to their IT team to get this report. And the report never really answered the question that you want to ask. So here with AI, we can just ask simple question to NEO, and NEO is building both the graphic and the answer to your question and doing all the heavy lifting. The second thing we are very excited about is bringing additional capability for district and regional manager, so that when they're doing the store visit, they know the five top topic to focus during their store visits. And to make this kind of surfacing the priority for the store visit. That's the second thing. The third thing is... Yeah, we have a lot. Yeah, we have a lot.
Maybe I'm keeping the third thing for next time. But yeah, we're
Next seminar.
We're very excited by, about what's happening there. Internally, also, we've been using AI for our dev team. 30% of the code that we are producing within the platform is now done by AI, which has enabled us to ship much more feature, much faster than never, ever before.
Great. Well, maybe we can conclude on just any advice or best practices you think for kind of rolling out a project like this and what it takes to kinda get all hands on deck to make it a success.
Yeah, I think, I think time is key.
What do you mean by that?
There's a lot of encouragement to get things done in a very short amount of time, and if you have all the right efficiencies in place, and you have all the right key people, very easy to do. But, as we know, the kind of retail space is volatile and-
Yeah
... there's turnover, and there's reductions in workforce and things like that, and I think we saw that along the way on our project, too, where I needed that key person that had that information. So I think it's really just about being willing to take the time. I mean, we didn't have any delays in our process because whenever something happened, we took a step back and went, "Okay, who do we need to involve? How do we need to do this?
Yeah.
What time do we need to set up properly to execute-
Yeah
-these things?
I think the other thing that you guys did that was very strong was that you tested it in a group of stores or a region before you rolled out, right? Before you're ready to launch, to get some good feedback from the field and making sure things were smooth and the last kind of touches were on it before you launched to the field. So that was a good tip as well. Good. Well, thanks, everyone. We're excited for what's next, and we have some time, so if there's questions from the group, feel free to come up, and we will pass the mic to you somewhere. Yep, right here in the front. Any questions?
We answered all of them. That's fine.
No? Yeah.
... Thank you.
Oops, I don't think the mic's working.
Hi.
Oh, yeah, good. Cool.
Good? Great. Thank you. That's really, really interesting. I wanted to go back to Matthew around content creation, because you said the average user does one hour of training per week-
Mm-hmm.
with learning and development. What's your goal, kind of goal ratio, content to training? Have you thought about that?
Yes. So you're saying, like, the comparison between just like, "Hey, this is information," versus this is actual-
Yeah, like, how much time are you spending creating content versus how much of their time they're spending learning?
Yeah, it it's probably 20-to-one in terms of the time that it historically took us to create the content to what an individual user is actually completing. But I think the thing that you have to factor in there is that while it might take us, let's say, 20 hours to create something, we have 22,000 people who are gonna take an hour to complete it. So it's not just, "it's 20-to-one," it's we have 22,000 hours worth of work being done around learning-
Yeah
... on a weekly basis.
Thank you.
Other questions? I think there's one back there.
Great presentation. Quick question about the task side of the app. Is there any way within, when it's sending down tasks and SOPs and such, that it can actually optimize with AI what they should do next and what time of day and kinda, you know, those kind of things?
Yeah. So that's exactly what we are working on. I think we are using a domain of AI called pattern recognition to correlate. So we are bringing into the platform the core KPI, unit per transaction, conversion rate, you name it, and we are correlating that with the action that are taken at the store level so that we can predict what is the next best action for the store, whether it's a task, but it could also be training. Like, conversion rate is dropping, maybe your store need a refresher on how to work on conversion rates. So by having task conversion, training and communication under the same platform, the AI can decide what is the best object that needs to be triggered to get back to profitability or to performance.
That's basically putting the system on autopilot and letting AI give a recommendation. Of course, it's under human supervision, but the power here is infinite.