AI-based customer engagement platform Package.ai has expanded the use of its virtual customer engagement agent, AI-Jenny, from providing automated customer assistance such as scheduling, arranging self-pickups and answering questions, to directly assisting agents using Gen AI.
This new offering merges LLM capabilities with retailer-specific data to assist human customer service agents in crafting better and faster responses to customers. According to the company, agents benefit by automatically receiving suggested responses when customers ask questions. They can then decide to answer with the recommended text or use it as inspiration for their own response.
Using AI-Jenny as their personal assistant is projected to increase agent productivity, enabling them to respond faster to customers without wasting time formulating and editing responses themselves. After implementing Package.ai and AI Jenny, the added efficiencies have already seen Texas’s Bob Mills Furniture increase its same-day issue resolution of customer problems by 84%, and its NPS score by 50%.
AI-Jenny learns from all customer engagements and information sources, including sales, customer service, order history and general customer information. This means ‘she’ is always ready to suggest the optimal answer based on the specific inquiry and previous customer interactions.
“Leveraging Generative AI allows Package.ai to deliver a more personalized, responsive and compelling customer experience during the last mile, not only with automation but by offering better human service where the human touch matters the most,” said Ziv Fass, CEO and co-founder of Package.ai.
“This is key to our ‘humanized’ AI approach to ensure customers feel valued, acknowledged and heard consistently. Two-way, engaging conversations are key to enabling retailers to extend their warm, personalized experience beyond the confines of their physical, bricks-and-mortar store showroom throughout the last mile and customer journey.”
In related news, iCustoms.AI has raised US$2.2m in a seed round to support its AI-powered trade compliance solutions. This funding will propel the company toward groundbreaking innovations to automate and optimize customs and trade procedures. Click here to read the full story.