Vuori Deploys AI Agents for Optimized Customer Care
Clothing manufacturer Vuori is advancing its customer service capabilities, introducing a more agile, expedited process driven by artificial intelligence.
For the effort, Vuori is tapping an AI-native platform from Kustomer, introducing AI agents that function with the latest large language models to work autonomously, but in support of human agents. The company is able to customize its agents, setting tasks, language, tone, and access to knowledge bases.
The bots allow the company to use conversational AI to solve customer queries by easily switching from human agent to AI agent.
As a result, 40% of Vuori’s conversations via chat are fully automated by AI, allowing the company’s talent to focus their attention on other, more complex tasks, said Chad Warren, senior manager of customer service.
Also read: Nestlé & General Mills' CPW Invest in Max GenAI Assistant Upgrades
AI Chatbots Use Cases
Chatbots continue to grow in popularity and complexity in CPG customer service and consumer engagement. For example, Burberry has tapped AI within its chatbots and interactive apps to provide personalization capabilities. At Estée Lauder, an internal generative AI-enabled chatbot uses conversational tech to comb through product and claims data to pinpoint trends that could be used for marketing campaigns.
The technology is continuously advancing, allowing bots to work autonomously to complete higher-value tasks. However, resistance from consumers who may not understand the value of emerging capabilities may impede efforts.
Assistant professor at John Hopkins Carey Business School Evgeny Kagan said some people are distrustful of robots and the fragmented conversations delivered when dealing with AI chats. Using data to communicate the new benefits is key to ensuring consumers understand the value.
“Chatbot performance information is something that companies can easily pull from their data,” Kagan says. “If the performance data look favorable, companies can use it as a ‘nudge’”— communicating a clear, tangible time-saving advantage to customers, who can then make informed decisions about whether to use chatbots or not.”
