TOPS, the food business under Central Retail, has launched a new AI chatbot developed in collaboration with Google Cloud. The system, based on Google Cloud’s Conversational Agents technology, allows customers to check product availability at their nearest TOPS store in real time before visiting. The chatbot operates 24/7 and provides intelligent customer support, enhancing the integration of digital and physical shopping channels.
The launch follows the earlier deployment of the generative AI-powered TOPS Chef Bot and represents a focus on utility and operational efficiency. The chatbot provides actionable information, including order tracking, stock verification, and store guidance, supporting both online and in-store experiences.
Central Retail highlighted that the initiative aligns with broader retail trends. The Asia-Pacific AI-in-retail market is projected to grow at an 18.9% compound annual growth rate through 2030, according to Mordor Intelligence. The development also reflects the increasing importance of hyper-personalization and omnichannel engagement in retail, as noted in the Deloitte 2025 Global Retail Outlook.
Google Cloud noted that the collaboration demonstrates how AI agents can provide tangible consumer benefits by linking real-time data with physical retail operations. The project is intended to improve operational performance and support more efficient customer interactions.
The chatbot illustrates TOPS’ ongoing adoption of AI technologies to enhance the shopping journey and operational management. By providing immediate access to stock information and other services, it supports faster, more convenient customer decision-making while strengthening the integration of digital and physical retail channels in Thailand.
(Source: minime insights)
