The Army & Air Force Exchange Service (AAFES), a retailer serving American soldiers, airmen, guardians and their families, has expanded its partnership with Manhattan Associates to include the solution provider’s AI-powered customer service chatbot.
The Exchange has run order fulfillment through Manhattan Active Omni since 2019 and now has deployed Manhattan Active Maven to better support its human customer service agents. Leveraging the power of generative AI, Manhattan Active Maven includes a customer service chatbot for end-user customers, as well as contact center agent capabilities that link into the customer data embedded in Manhattan Active Omni.
Through the connection with Omni, the Maven chatbot is able to handle a broad range of customer inquiries directly, including complex requests such as shipping status, order changes, cancellations, returns and exchanges. Maven also automates and streamlines manual customer service tasks, such as conversation summarization and post-interaction notes, to reduce human agents’ administrative workload.
Since integrating Maven, AAFES already has seen a significantly reduced volume of inquiries that must be handled by customer service agents.
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“We are thrilled to use Manhattan’s gen AI-powered chatbot to offer our customers better and faster service,” said Bill Reynolds, VP of Ecommerce Merchandise and Operations at Exchange. “Manhattan Active Omni has been an integral part of getting orders to our customers as fast and efficiently as possible. Manhattan Active Maven is a natural extension of that solution that provides equally fast and efficient responses to our customers’ needs.”
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