Unieuro renews retail: the first point of sale with "client hub" and AI chatbot in Lissone

A service center in the heart of the store to make the centrality of the customer physically visible and bring together hospitality, assistance, consultancy and solutions in a single place. This is the "client hub", the most representative element of the new retail format presented by Unieuro in Lissone (Monza Brianza), to make the store more intuitive, efficient and distinctive and to create a dialogue between customer needs, services, technology and brand identity. Unieuro, an Italian group that operates in the distribution of consumer electronics and household appliances and is part of the Fnac Darty Group, presented the strategic project that aims to respond to new consumer habits and better integrate between physical and digital channels.

In addition to the client hub, among the new features stands out the Ai chatbot, an in-store digital assistant that uses artificial intelligence to communicate and orient the customer in the store, supporting him with information on products and services. And again, new design, digital tools to support the purchasing experience and a new integrated offer between consolidated categories and new products and services. The new Lissone concept thus becomes the first Unieuro laboratory to test, optimize and progressively extend the format to the network's points of sale with greater potential.

"We are not just rethinking the store" explains Bruna Olivieri, country manager of Unieuro, "but the role of retail itself in a context in which products, services, consultancy and technology must integrate in an increasingly natural way. The client hub interprets this vision in a concrete way, brings the services to the physical center of the experience and transforms them into a recognisable, accessible place designed around the needs of customers. Then there is artificial intelligence, which with the Ai chatbot, a technology which, together with other digital tools, is useful to supporting the customer experience as well as the store staff, amplifying and not replacing the expertise and consultancy of our collaborators and helping to make the store even more relevant as a space for relationships, orientation and solutions". In detail, the client hub is an area of ​​almost 85 m2 located in the center of the store where Unieuro's offer of current and future services such as reception, consultancy, assistance, orientation and solutions is concentrated.

Among the main services available in the client hub are collection and payment of online orders with click & collect and pay & collect, after-sales assistance, repairs, installations, financial services, dedicated consultancy and energy solutions, including offers linked to supplies and operators. Another distinctive element in the new concept is the in-store digital assistant, developed with artificial intelligence and designed to communicate with customers, to orient them within the store and support them in learning more about the products and services available.