Monoprix gains +6 Customer NPS Points with Conversational AI
Context
Monoprix, a leader in urban convenience retail (300+ stores across France), partnered with Uptale to transform customer relations training for its in-store teams.
Faced with the limitations of traditional formats, low engagement and no real hands-on practice, Monoprix chose conversational AI (immersive roleplay-style scenarios) to train its staff under realistic conditions.
Objective
Develop the interpersonal skills of checkout staff and strengthen managers’ coaching abilities.
The initial goal was to improve the Customer NPS from the POC phase onward, in order to win over leadership (the Executive Committee).
Results
- +6 Customer NPS points — 3× the target, across 21 stores and 2,412 employees.
- 1 HR award — U-Spring 2026 winner, “Digital Transformation & AI” category.
- Learner engagement — increased confidence, right to make mistakes, managers turned into coaches.
- National rollout — 5,000 employees, 300+ stores.
The Solution Deployed
Two AI modules launched simultaneously, co-built with Uptale and integrated directly into the LMS:
- Sales SOP for checkout staff: simulations of complex situations (impatient customer, conflict, upselling) with immediate feedback and the ability to replay infinitely.
- Soft Skills for managers: training in constructive feedback and on-floor coaching, with simulations of different employee profiles.
Both modules were launched at the same time to create a shared language and a genuine learning ecosystem across teams.
🏆 Innovation
Winner of the U-Spring "Digital Transformation & AI" award
🎯 Managers
Repositioned as on-floor coaches with a dedicated module
🔄 Repetition
Learners replay modules up to 18 times to keep improving
🚀 Rollout
National deployment underway across all 300 Monoprix stores
Testimonial
« When we measured the Customer NPS after the POC, we were at +6 points instead of the +2 we had set as our target.
That changed everything for us in terms of the project’s legitimacy with the Executive Committee. »
— Adeline Baral — Head of Training Design & Engineering, Monoprix
