BUILDING AND EVOLVING AI SEARCH & DISCOVERY IN PARTNERSHIP WITH EMPATHY.CO
An Open-Innovation Case Study
01
Kroger digital: AI search, PaaS 
& Ready-Made Components
Analysis and Insights
02
SOLUTIONS TO OWN AND CONTROL EXPLAINABLE AI
Strategy & Implementation
03
KROGER’S PERFORMANCE INDICATORS
Results & Key Metrics
04
DEDICATED TEAMS FOR COMMITTED COLLABORATION
Strategy & Implementation
05
AN EVOLVING RELATIONSHIP
OF INNOVATION
Conclusion
2020
2021
2022
2023
THE
PLAYBOARD
OVERALL
At Empathy.co, the backoffice tooling platform used to configure Search & Discovery is the Playboard. It gives merchandisers detailed control over 
the ecommerce experience, and 
provides invaluable insight into how shoppers interact and engage with 
their store and catalogue.
THE
PLAYBOARD
MY HIGHLIGHTS
The Playboard has evolved over the course of Kroger’s relationship with Empathy.co and includes a multitude of tools that ensure granular management and understanding of Search & Discovery. 
Each merchandiser has a personalized overview within the My Highlights tool.
EXPLAINABLE AI
The Explain tool gives merchandisers and analysts a comprehensive breakdown of product scoring, making AI explainable. By providing in-depth information into what drives product positioning, Explain ensures the team at Kroger can own, control, and seamlessly understand the reasoning and make any necessary adjustments.

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