Word on the Grapevine: Lidl unveiling AI Chatbot for Wine

CXM Editorial TeamCXM Editorial TeamFebruary 14, 20183min

Lidl customers will soon be able to help select wine with the help of a new AI chatbot.

Aspect Software has announced a partnership with the UK’s fastest growing retailer, Lidl UK, to deliver a fully automated Facebook Messenger chatbot, named Margot, which will help customers select the best wine for their meal or moment.

The first Lidl opened in the UK in 1994, and now has 690 stores throughout the country. The supermarket provides high quality groceries at low prices and is now the UK’s seventh biggest grocer. Their wine range has won multiple award wins including Supermarket of the Year at this year’s Drinks Retailing Award.

It was this growing reputation for wine that prompted the development of Margot, which will help customers learn more about vino before purchasing it.

Margot will provide a truly conversational experience for customers, answering questions as such as ‘which red wines from Chile under £6 do you sell’, ‘what goes well with grilled salmon’, or ‘what makes a wine sweet.’ The bot has additional features, such as an interactive wine quiz to encourage further brand engagement.

Tobias Goebel, Aspect’s Senior Director of Emerging Technologies, said:

“The chatbot solution we offer boasts a breadth of knowledge whilst also letting customers ask questions in plain English vs. pressing buttons or sending scripted commands. This innovative technology will make a real improvement to Lidl customers’ experience.”

Alex Murray, Digital Director at Lidl UK, added:

At Lidl we have built a reputation for providing fantastic quality wines at highly competitive prices for our customers. Margot will ensure choosing the right wine is never a daunting process, and we hope this service – along with the existing in-store and online information we already provide – encourages customers to discover the perfect wine for any given meal or moment.”

We chose Aspect because of their deep understanding of what it takes to bring a superior customer experience to an international brand like Lidl. It’s been a fantastic collaboration throughout conception to roll out.”


CXM Editorial Team

CXM Editorial Team

Published for all CX professionals, the digital Customer Experience Magazine is packed full of industry news, blogs, features, video bites and international stories all focusing on customer experience. CXM will help you learn what makes an outstanding customer experience that wins both awards and the hearts of customers. And sometimes we share some cool music as well.




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