How a Global Grocery Giant Automated IT Support Across Its 7,000+ US Stores with Voice AI in Just 60 Days

The US arm of a major global grocery retail group, operating across America with five major supermarket brands, deployed Yellow.ai Voice AI as Phase 1 of a global rollout, transforming employee IT support at enterprise scale.

Industry

Retail

Channels

Voice AI Agent and IVR Powered by Yellow with a combination of DTMF + Conversational AI

Languages

English, Spanish

Use Cases

Automated voice verification & Global ID retrieval
Password resets, account unlocks & MFA setup via self-service
Bilingual support in English and Spanish
Smart escalation of unresolved requests with full context handover to live agents

Overview

The sister company of a major European grocery group, this organization operates 7,000 stores across the United States under five major supermarket brands. Together, they form one of the world’s largest food retail networks, serving tens of millions of customers weekly across multiple continents. The US deployment — supporting employees in both English and Spanish — represents Phase 1 of a broader global Voice AI rollout.

They sought to modernize employee IT support as a large share of service desk requests came from store employees needing help with password resets, account unlocks, and Global ID retrieval.

To reduce operational load and speed up resolution, the organization deployed a Yellow.ai Voice AI agent integrated with its IVR system and internal databases, enabling employees to securely verify their identity and resolve common access issues through automated 24/7 voice interactions.

Challenges

Massive Volume of Repetitive Service Desk Requests

As the centralized IT services provider for five major grocery brands, the organization’s service desk was overwhelmed with password resets, account unlocks, and Global ID retrieval requests and MFA setup requests; routine tasks from hundreds of thousands of store employees that consumed disproportionate agent time.

Limited Self-service for Frontline Employees

Store associates across thousands of locations had no quick way to resolve common access issues on their own. Every locked account or forgotten password meant manual service desk interactions and lost productivity on the shop floor during work hours.

Unsustainable Operational Load on the Services Organization

Given the large number of employees, the volume of repetitive IT requests was growing faster than the support team could scale, consuming budget and pulling agents away from complex, high-value issues.

Need for Enterprise-Grade Identity Verification for Automated Workflows

Automating access-related processes required robust employee validation against IAM platforms, digital experience tools like Nexthink and Systrack, and enterprise IT systems to ensure compliance and prevent unauthorized access.

Solution: Dynamic, Human-Like Voice AI Agent via Yellow.ai

1 2 3 4

1

Voice AI automation integrated with enterprise systems

Yellow.ai deployed a Voice AI agent connected to the organization’s existing IVR system and enterprise IT infrastructure — including IAM platforms for authentication, Nexthink and Systrack for backend resolution, ServiceNow for ticketing and context handover, and Amazon Connect ACD for intelligent call routing. The solution supports both DTMF and conversational input, enabling employees to securely authenticate themselves and complete common IT support actions directly through voice interactions in English and Spanish.

2

Guided self-service workflows for common IT requests

Once employee identity is validated, guided self-service workflows walk employees through password resets, account unlocks, Global ID retrieval, and MFA setup with structured, natural-sounding conversations in English and Spanish. The agent adapts its tone and pacing, creating a supportive experience even under stressful system lockout situations.

3

Seamless fallback to live agents for complex cases

For requests that cannot be completed automatically, the system pushes full interaction context to ServiceNow and routes the call to a live agent via Amazon Connect ACD with queue details passed automatically. Agents pick up exactly where the AI left off — employees never have to repeat themselves.

4

Scalable architecture for enterprise support environments

The deployment was designed to handle high call volumes from a distributed retail workforce across 7,000+ US stores. Yellow.ai’s automated system provides consistent and round-the-clock support availability and reduces the operational burden on service desk teams while maintaining secure system integrations.

Automated resolution rate

0

%

within 60 days of deployment

Call volume

0

M+

calls handled since go-live

Impact

Faster resolution for employee IT access issues

Employees can now resolve common login, password, MFA, and account-related issues instantly through voice automation in their preferred language — reducing dependency, eliminating wait times and restoring productivity in seconds, not hours.

With 92% of routine IT requests now fully automated, human agents can focus on complex, high-value support tasks, a transformative shift for a workforce of this scale.

Dramatically Reduced Service Desk Load

Elevated Frontline Employee Experience

Store associates across 7000+ locations get fast, reliable IT support through a simple phone call in English or Spanish; minimizing downtime during shifts and keeping store operations running smoothly.

24/7 Support Without Staffing Constraints

The Voice AI agent provides always-on assistance regardless of time zone or shift schedule, ensuring employees across locations have access to help whenever they need it.

Seamlessly connected to IAM platforms for authentication, Nexthink and Systrack for backend resolution, ServiceNow for ticketing and context handover, and Amazon Connect ACD for intelligent call routing. This deep integration enables real-time employee verification and end-to-end automated resolution across the entire enterprise.

Deep Integration with Enterprise Integration