Wine Enthusiast, a New York-based company, offers online customers a wide range of products to live the wine lifestyle. This includes wine, corkscrews, glasses, wine cellars, furniture, and two magazines. The company has seen a significant increase in customer inquiries during the COVID-19 pandemic.
Wine Enthusiast has been using a SaaS-based platform from San Francisco-based startup Pathlight for performance management metrics of its customer-facing teams. Pathlight pitched a new generative artificial intelligence (genAI) product called Conversation Intelligence, which transcribes every customer service conversation, grades customer reps, and red flags potential problems.
The large language model (LLM) that underpins the tool uses Wine Enthusiast’s own data to learn company policies and procedures and determine whether a representative followed procedures. This has significantly improved the company’s ability to analyze customer service conversations and identify persistent problems.
John Burke, head of CX at Wine Enthusiast, spoke with Computerworld about the rollout of genAI at Wine Enthusiast, the project history, hurdles, and benefits. He explained that the company had a relatively small customer service footprint and needed to manage the volume of people coming in without hiring more staff.
Phase one of solving the issue involved getting the company on a set of tools and platforms to better communicate with customers. This included moving to Zendesk to improve customer service.
2024-01-28 19:41:02
Source from www.computerworld.com