Harry Rosen turned to Netomi's AI, named Hailey, to manage the influx of customer service tickets. Hailey began by assisting agents with suggested replies and actions, and eventually became an integral part of the workforce, interacting directly with customers to resolve tickets on both email and chat platforms. The AI was integrated with Harry Rosen's backend systems, enabling it to effectively handle repetitive customer queries such as order status and cancellations, exchanges, and alterations. Hailey's capabilities were particularly beneficial during busy seasons, as it automated repetitive tickets without any human effort, eliminating the need to hire additional agents to handle the increased ticket volume. This drastically reduced the resolution time on tickets to mere hours, down from several days.
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