{"id":498385,"date":"2021-10-11T16:02:49","date_gmt":"2021-10-11T14:02:49","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/carrefour-sommelier-benoit-voicebot-googlecloud\/"},"modified":"2025-04-10T16:07:46","modified_gmt":"2025-04-10T14:07:46","slug":"carrefour-sommelier-benoit-voicebot-googlecloud","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-pt\/success-story\/carrefour-sommelier-benoit-voicebot-googlecloud\/","title":{"rendered":"Carrefour\u2019s virtual assistant Sommelier Benoit finds the best wine to go with your meal"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-in-short\">In short<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>Carrefour Belgium implemented &amp; tested a virtual wine advice assistant &#8216;Sommelier Benoit&#8217; for its stores together with partner Fourcast.<\/li><li>A first version of the Sommelier Benoit voice bot was developed on Google Cloud with Dialogflow &amp; the Google Assistant in just 3 weeks.<\/li><li>The Virtual Wine assistant received 600 interactions within the first 10 days, enhancing the in-store experience for Carrefour Belgium customers.<\/li><\/ul>\n\n\n\n\t<div class=\"align wp-block-acf-quote\">\n\n\t\n\t<figure class=\"text-center\"><blockquote class=\"blockquote\"><svg width=\"49\" height=\"38\" viewBox=\"0 0 49 38\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M42.875 0C44.4995 0 46.0574 0.652728 47.206 1.81459C48.3547 2.97645 49 4.55228 49 6.1954V15.4885C49 17.1316 48.3547 18.7075 47.206 19.8693C46.0574 21.0312 44.4995 21.6839 42.875 21.6839H33.6875C33.6875 24.1486 34.6555 26.5123 36.3785 28.2551C38.1014 29.9979 40.4383 30.977 42.875 30.977H45.9375C46.7497 30.977 47.5287 31.3034 48.103 31.8843C48.6773 32.4652 49 33.2532 49 34.0747C49 34.8963 48.6773 35.6842 48.103 36.2651C47.5287 36.8461 46.7497 37.1724 45.9375 37.1724H42.875C38.8139 37.1724 34.9191 35.5406 32.0474 32.6359C29.1758 29.7313 27.5625 25.7917 27.5625 21.6839V6.1954C27.5625 4.55228 28.2078 2.97645 29.3565 1.81459C30.5051 0.652728 32.063 0 33.6875 0H42.875ZM15.3125 0C16.937 0 18.4949 0.652728 19.6435 1.81459C20.7922 2.97645 21.4375 4.55228 21.4375 6.1954V15.4885C21.4375 17.1316 20.7922 18.7075 19.6435 19.8693C18.4949 21.0312 16.937 21.6839 15.3125 21.6839H6.125C6.125 24.1486 7.09296 26.5123 8.81596 28.2551C10.5389 29.9979 12.8758 30.977 15.3125 30.977H18.375C19.1872 30.977 19.9662 31.3034 20.5405 31.8843C21.1148 32.4652 21.4375 33.2532 21.4375 34.0747C21.4375 34.8963 21.1148 35.6842 20.5405 36.2651C19.9662 36.8461 19.1872 37.1724 18.375 37.1724H15.3125C11.2514 37.1724 7.35658 35.5406 4.48493 32.6359C1.61328 29.7313 0 25.7917 0 21.6839V6.1954C0 4.55228 0.645313 2.97645 1.79397 1.81459C2.94263 0.652728 4.50055 0 6.125 0H15.3125Z\" fill=\"#3C3C3A\"\/>\n<\/svg><p>\u201cThis was a successful solution for Carrefour, because thanks to the joint effort with partner Fourcast, within just three weeks we were able to validate the customer\u2019s interest. Without any promotion or marketing, the first interactions were clear: 600 talks within 10 days and 90% of the questions answered. Now, driven by the data, let\u2019s improve virtual Sommelier Benoit and give everyone access to our three stars sommelier in all kitchens and smartphones\u201d<\/p><\/blockquote><figcaption class=\"blockquote-footer\">\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8d39b2df wp-block-group-is-layout-flex\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-6fa7971b wp-block-group-is-layout-flex\">\n\t<p class=\"has-medium-font-size wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">Jean-Philippe-Blerot<\/p>\n\t\n\t<p class=\"wp-block-paragraph\">Head of Digital u0026 eCommerce, Carrefour Belgium<\/p>\n\t<\/div>\n<\/div>\n<\/figcaption><\/figure>\n\t\n\t<\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-about-carrefour\">About Carrefour<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Carrefour Belgium is part of the international Carrefour Group, one of the world leaders in food distribution with worldwide more than 380.000 employees, more than 123.000 stores in more than 30 countries<strong>; and a total turnover of 88,24 billion euros in 2017.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The company\u2019s mission is to be the engine of food transition in Belgium<\/strong>, by offering all Belgians qualitative food and non-food products every day, everywhere &#8211; for all tastes and budgets.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Carrefour Belgium is one of Belgium\u2019s biggest food distributors, with the most geographical presence of all food retailers in the country.<\/strong>&nbsp;With more than 40 Carrefour hypermarkets, more than 440 Carrefour Markets, about 300 Carrefour Express stores and more than 200 carrefour drive take away points; Carrefour is always near its customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">The Challenge<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Benoit Coudr\u00e9 is a renowned Sommelier that worked as head sommelier at a three stars Michelin restaurant for many years. He is now in charge of the wine selection for Carrefour Belgium. Every Christmas season, sommelier Benoit visits stores all over Belgium to help customers find the best wine to go with their delicious meals. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Given the fact that there&#8217;s only a few sommeliers at Carrefour that can assist customers personally at the stores, it&#8217;s impossible to reach the 800+ stores Carrefour has.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Having a solution that was scalable, where the knowledge of sommelier Benoit Coudr\u00e9 could be shared more easily with customers across the stores of the groups was the challenge.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-goal\">The Goal<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The goal was to provide the experience and wine knowlede of Sommelier Benoit Coudr\u00e9 at the fingertips of every customer of the Carrefour stores. This would enhance the customer experience for Carrefour Belgiulm customers significantly. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As a customer, you should be able to get the best wine that goes perfectly with your meal. Carrefour wanted to provide this expert knowledge to all employees at Carrefour first, so they could support their customers better in choosing the best wine. In a second phase, the goal was to scale out this knowledge to the smartphones of all customers so they can discover the wines that go best with their meals themselves. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-solution\">Solution<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In a three week period, Carrefour Belgium and partner Fourcast launched an Alpha version of virtual assistant Sommelier Benoit in three Carrefour stores. With this Alpha version, customers were able to start a conversation with the Sommelier Benoit virtual assistant, made available on a Google Nest Hub device that they could find at the wine section of their Carrefour store. Currently, Fourcast And Carrefour Belgium are working on a second phase of integration, where the virtual assistant will be productionalised and implemented in all Carrefour stores, on the Carrefour website and in the mobile application of Carrefour.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customers can ask the virtual Sommelier Benoit for wine advice using just their voice. The virtual assistant answers by asking for several preferences. It then recommends a wine that fits the needs of the customer best, after which the customer can go ahead to find and buy this wine in the wine racks of Carrefour.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><img decoding=\"async\" src=\"https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=286&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png\" alt=\"Sommelier Benoit Promo Carrefour Google Cloud customer story\" width=\"286\" srcset=\"https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=143&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 143w, https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=286&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 286w, https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=429&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 429w, https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=572&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 572w, https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=715&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 715w, https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png?width=858&amp;name=Sommelier%20Benoit%20Promo%20Carrefour%20Google%20Cloud%20customer%20story.png 858w\">The Sommelier Benoit virtual assistant allows customers to discover in a natural way, just speaking in natural language to the assistant, the best wine to go with their meal.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The outcome of which wine this is, depends on several factors that were identified by Benoit Couder\u00e9. To get the best result, virtual assistant Sommelier Benoit asks the customer several questions to come to the best wine choice for the particular customer:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Based on their type of meal (for example \u2018barbecue\u2019)<\/li><li>Based on the color of the wine they\u2019re looking for (red, white, ros\u00e9)<\/li><li>Based on the region&nbsp;<\/li><li>Based on their budget&nbsp;<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For example, imagine a Carrefour customer that is planning to cook a pasta meal tonight. He or she goes to its nearest Carrefour supermarket and asks virtual Sommelier Benoit for help at the Google Home Nest Hub in the wine department of the Carrefour store. Sommelier Benoit will ask for the meal the customer is planning to cook, whether he or she likes more red or white wine to go with the pasta, and what their budget is.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result of this project for Carrefour Belgium is a scalable, innovative solution that helps Carrefour\u2019s customers with their wine choice, in a natural way.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/gcloud.devoteam.com\/hs-fs\/hubfs\/wine-bot-021.jpg?width=500&amp;name=wine-bot-021.jpg\" alt=\"wine-bot-Carrefour Sommelier Benoit\" title=\"wine-bot-Carrefour Sommelier Benoit\"\/><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-methodology\">Methodology<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To implement this solution, an accelerated 3 6 9 methodology of Fourcast was carried out. This consisted out of 1 day of workshop, with a strong focus on developing the use case of the Sommelier. This was followed by 3 weeks of development, and deployment in less than one week in three Carrefour stores in Zemst (Flemish Brabant), Evere (Brussels) and Herstal (Wallonia).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Using Google Cloud Platform as a backend in combination with Google\u2019s Dialogflow platform, that makes use of Google Cloud Artificial Intelligence and Machine Learning technologies, plus the input of expert sommelier Benoit Couder\u00e9 &#8211; Carrefour Belgium and partner Fourcast were able to create a natural conversation voice bot: the virtual wine assistant Sommelier Benoit was born.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The virtual assistant then was deployed via the Google Assistant as the interface for the users &#8211; in this case the Carrefour customers.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Google Assistant was made physically present in the Carrefour stores via a Google Home Nest Hub.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-result\">The Result<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In only 10 days&#8217; time, the virtual wine assistant Sommelier Benoit that was present in the three Carrefour stores received 600 interactions from customers. This was achieved even without additional marketing around the virtual wine bot. Virtual Sommelier Benoit managed to answer accurately and give the right wine advice in 90% of the interactions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Carrefour store managers and workers were happy to see that virtual sommelier Benoit could help them to advise customers on their wine selection.Carrefour doesn\u2019t need to train all its store workers to become wine connoisseurs or sommeliers, they just have to say: \u201cOK google, could you launch the sommelier Benoit\u201d and they can help the customer. This significantly enhances the customer experience for Carrefour clients.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">After the successful implementation of virtual Sommelier Benoit in the three test stores, the Digital Projects department received requests to have a virtual sommelier Benoit in all Carrefour stores, as well as requests from the franchise Carrefour stores to get the wine bot in their stores.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Other positive results were all the positive feedback on social media, in the media and the press; who saw in this project a great visible application of Google\u2019s Artificial Intelligence technology.&nbsp;<\/p>\n\n\n\n\t<div class=\"align wp-block-acf-quote\">\n\n\t\n\t<figure class=\"text-center\"><blockquote class=\"blockquote\"><svg width=\"49\" height=\"38\" viewBox=\"0 0 49 38\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M42.875 0C44.4995 0 46.0574 0.652728 47.206 1.81459C48.3547 2.97645 49 4.55228 49 6.1954V15.4885C49 17.1316 48.3547 18.7075 47.206 19.8693C46.0574 21.0312 44.4995 21.6839 42.875 21.6839H33.6875C33.6875 24.1486 34.6555 26.5123 36.3785 28.2551C38.1014 29.9979 40.4383 30.977 42.875 30.977H45.9375C46.7497 30.977 47.5287 31.3034 48.103 31.8843C48.6773 32.4652 49 33.2532 49 34.0747C49 34.8963 48.6773 35.6842 48.103 36.2651C47.5287 36.8461 46.7497 37.1724 45.9375 37.1724H42.875C38.8139 37.1724 34.9191 35.5406 32.0474 32.6359C29.1758 29.7313 27.5625 25.7917 27.5625 21.6839V6.1954C27.5625 4.55228 28.2078 2.97645 29.3565 1.81459C30.5051 0.652728 32.063 0 33.6875 0H42.875ZM15.3125 0C16.937 0 18.4949 0.652728 19.6435 1.81459C20.7922 2.97645 21.4375 4.55228 21.4375 6.1954V15.4885C21.4375 17.1316 20.7922 18.7075 19.6435 19.8693C18.4949 21.0312 16.937 21.6839 15.3125 21.6839H6.125C6.125 24.1486 7.09296 26.5123 8.81596 28.2551C10.5389 29.9979 12.8758 30.977 15.3125 30.977H18.375C19.1872 30.977 19.9662 31.3034 20.5405 31.8843C21.1148 32.4652 21.4375 33.2532 21.4375 34.0747C21.4375 34.8963 21.1148 35.6842 20.5405 36.2651C19.9662 36.8461 19.1872 37.1724 18.375 37.1724H15.3125C11.2514 37.1724 7.35658 35.5406 4.48493 32.6359C1.61328 29.7313 0 25.7917 0 21.6839V6.1954C0 4.55228 0.645313 2.97645 1.79397 1.81459C2.94263 0.652728 4.50055 0 6.125 0H15.3125Z\" fill=\"#3C3C3A\"\/>\n<\/svg><p>Together with partner Fourcast, we were able to demonstrate to the Carrefour management what can be a \u2018time to market\u2019 project in an agile or lean way. As a result, the decision was taken to expand the project and to provide the virtual assistant Sommelier Benoit to all Belgian Carrefour customers on their smartphone via the Carrefour app.\u201d<\/p><\/blockquote><figcaption class=\"blockquote-footer\">\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8d39b2df wp-block-group-is-layout-flex\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-6fa7971b wp-block-group-is-layout-flex\">\n\t<p class=\"has-medium-font-size wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">Jean-Philippe-Blerot<\/p>\n\t\n\t<p class=\"wp-block-paragraph\">Head of Digital u0026 eCommerce at Carrefour Belgium<\/p>\n\t<\/div>\n<\/div>\n<\/figcaption><\/figure>\n\t\n\t<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Carrefour Belgium implemented a virtual wine advice assistant &#8216;Sommelier Benoit&#8217; for its stores. A first version of the Sommelier Benoit voice bot was developed on Google Cloud with Dialogflow &amp; the Google Assistant in just 3 weeks. This Virtual Wine assistant received 600 interactions within the first 10 days, enhancing the in-store experience for Carrefour Belgium customers.<\/p>\n","protected":false},"featured_media":0,"template":"","categories":[2331,917],"tags":[],"industry":[],"class_list":["post-498385","success-story","type-success-story","status-publish","hentry","category-data-en-pt","category-google-cloud-en-pt"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Success story<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/en-pt\/success-story\/carrefour-sommelier-benoit-voicebot-googlecloud\/\" target=\"_self\" >Carrefour\u2019s virtual assistant Sommelier Benoit finds the best wine to go with your meal<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Carrefour Sommelier Benoit Voice bot I Google Cloud Customer Story<\/title>\n<meta name=\"description\" content=\"Read the customer success story of Carrefour&#039;s virtual assistant Sommelier Benoit, a solution built with Google Cloud technology together with Fourcast.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/en-pt\/success-story\/carrefour-sommelier-benoit-voicebot-googlecloud\/\" \/>\n<meta property=\"og:locale\" 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