Intelligent helper - always on hand

Familiarising new team members? Takes time. Sharing knowledge among long-standing employees? Eats up capacity. And a joint brainstorming session, yeah, that would be nice, but finding a slot in everyone’s calendar ... What if a colleague was available for all of this – at any time, all day long. Someone who patiently answers questions, collects and shares specific cross-departmental METRO expertise and makes new suggestions, for example for product designs or the next meeting agenda. In fact, this colleague exists. A warm welcome to EDGE MAiA – the METRO AI Assistant.

The in-house product was developed by a cross-company team from various units of METRO AG, METRO Digital, METRO Global Solution Centre and Wipro. Because EDGE MAiA is more than just a digital data base; on top of pure information on ordering processes, product quality or pricing, its able to build on this knowledge to explore new areas. The system utilises Gemini – the latest powerful artificial intelligence models from the Google Cloud Platform – and combines smart IT with an extensive METRO-specific knowledge base. ‘With EDGE MAiA, employees not only receive faster answers to their questions, but also well-founded recommendations,’ explains Endre Szontagh, Vice President from Supply Chain Management at METRO AG.

AI: Gamechanger in the supply chain

‘Supply Chain Management is unthinkable without IT,’ says Endre. Manual data processing? Long since replaced. ‘Without AI, it would be impossible to analyse and control the billions of signals in our networks.’ Big data systems and Artificial Intelligence are crucial to meeting the increasing demands. For METRO, this means creating a secure, company-specific tool that works not only technically, but above all practically, supporting the everyday work of the countries.

What can EDGE MAiA do?

The new system is designed to empower colleagues in Supply Chain Management, but also in other areas of the company, with original METRO information – and to learn more. The tool is aimed at experts for instance in Supply Chain Planning, Quality Assurance, Own-brand Management and Pricing. Users not only have access to relevant guidelines, playbooks and documents but can also ask the system to perform new tasks. Example: ‘Create an agenda for a meeting with colleagues from departments X, Y and Z; tell me how to use system A to perform to perform task B, process this image and create an excel from it, who I should involve in this topic and where I can find the relevant information.’ Questions? No problem. EDGE MAiA combines information from various sources. For example, the system can create recommendations for product forecast improvements or check packaging labels for legal requirements. Convenient: Communication with the tool is semantic. So instead of having to wade through countless documents, users ask their questions in natural language – in several languages.

A digital assistant that learns

‘We wanted a solution that is scalable and user-friendly and that integrates seamlessly into everyday working life,’ says Endre. With success: EDGE MAiA is already in use in 16 METRO countries. And it has even surprised the developers. For example, the AI provided suggestions for product design optimisations by independently transferring input from quality assurance to value proposition in own-brand management.

Especially in areas where processes are being established from scratch, the system proves to be a valuable support. As is so often the case, the biggest challenge is the human factor. ‘It's not the technology that is the key, but inspiring user confidence’ explains Endre. METRO therefore relies on training and workshops to increase acceptance. After all, the system will only be fully effective if employees actively use it. ‘With EDGE MAiA, we can make more precise decisions, work more efficiently and significantly reduce administrative tasks,’ Endre is convinced.

Revolution in supply chain management

Once the threshold has been crossed, colleagues rave about working with the system, reports Endre. With even greater use, he sees great potential for the revolution in global supply chain management – and beyond: ‘More precise forecasts, better quality assurance and more efficient processes lead to optimised availability of goods, lower storage costs and improved cash flow.’ AI will therefore become a key driver of efficiency and competitiveness, also with regard to the METRO sCore strategy.

Ultimately, it is the combination of IT, AI and human expertise that will shape the future of wholesale, says Endre. However, METRO is not only driving the digital transformation of the supply chain with EDGE MAiA. Above all, the clever AI colleague makes day-to-day work easier – for those who are new to the company or to their role. And for those who would otherwise have to be on hand for training or questions, and who can instead concentrate fully on their actual work. With or without AI.