Unilever has used analytics and artificial intelligence to react to the pandemic’s problems. Unilever’s CIO and vice president of analytics and business services for North America, Alessandro Ventura, has been at the forefront of assisting the corporation in applying AI to its operations for years. One of the most significant is “Alex,” which is driven by ChatGPT and filters emails at Unilever’s Consumer Engagement Center, distinguishing spam from genuine consumer messages. If Alex’s proposed solution is incorrect or does not have an answer, they can mark it so Alex can learn it the next time. Unilever produced Alex using a neural network system and ChatGPT for content development. It has helped agents save more than 90% of the time they spend composing responses. ChatGPT is also used by Homer, another Unilever tool, to produce content. Another AI-based solution that Unilever developed during the week of Thanksgiving in the United States promotes the Hellmann’s mayonnaise brand. Analytics and AI, such as ingredient traceability and applying machine learning (ML) to automate forecasting, are critical to making CPG firms more sustainable. Unilever is also utilising analytics and artificial intelligence in logistics.

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