Podcast: How True Classic tailored AI for customer experience with Jordan Gesky
Kane Simms
🥇Triple Award-Winning AI Automation Consultancy 🟡 VUX. helps businesses leverage AI… Properly.
In this episode, we explore how True Classic, a men’s apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager.
Presented by NLX
NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent.
When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.
We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that’s reduced costs and time to resolve.
We get into the practicalities of AI in customer service, including continuous auditing, clear guidelines and giving AI a brand voice. Jordan explains how True Classic trains their AI using agent conversations and FAQs and how they integrate it with their Shopify account, returns portal and product catalogue to create a self-service solution.
We also talk about the challenges of AI implementation, from hallucinations to customer data security and how True Classic approaches AI governance through transcript reviews and CSAT monitoring.
Listen on online, on Apple Podcasts, Spotify or YouTube.
About Kane Simms
Kane Simms is the front door to the world of AI-powered customer experience, helping business leaders and teams understand why AI technologies are revolutionising the way businesses operate.
He's a Harvard Business Review-published thought-leader, a LinkedIn 'Top Voice' for both Artificial Intelligence and Customer Experience, who helps executives formulate the future of customer experience ad business automation strategies.
His consultancy, VUX World, helps businesses formulate business improvement strategies, through designing, building and implementing revolutionary products and services built on AI technologies.
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