NLX in the news
NLX and AWS partner with the luxury retailer to provide a virtual voice assistant responding to customer inquiries.
NLX and AWS partner with the luxury retailer to provide a virtual voice assistant responding to customer inquiries.
Saks Fifth Avenue is partnering with NLX and Amazon Web Services (AWS) to launch a new AI-powered virtual voice assistant named "Sophie". The assistant can answer customer questions about orders, returns, gift cards, and other topics. Sophie also has an optional texting component that allows customers to text information like their order number or zip code, all while still giving customers the option to request to speak with a human assistant.
Saks implemented NLX in April but recently decided to publicize it after a limited pilot program. According to NLX CEO Andrei Papancea, the NLX platform is a proprietary no-code platform that allows brands like Saks, United, and Toyota to build conversational applications for their customers. The technology can shorten agent call volume for routine inquiries by about 20%. Jessica Bengtzen, vice president of service centers for Saks Global, said the intention is to "enhance our teams' capabilities" by automating routine tasks, allowing human agents to focus on "higher-value interactions that require human judgment, creativity and care". The virtual voice assistant is part of a larger initiative to "reset" the luxury customer experience by intensifying personalization and bolstering customer service.