Case Study: TechStyleOS achieves faster, more resilient personalized customer experiences with Genesys

TechStyleOS - Customer Case Study

TechStyleOS needed more control, flexibility, and speed in its customer service operations, especially for IVR updates and the planned addition of a voicebot alongside its existing tech bot support. Using Genesys and AWS-based capabilities, the retailer wanted to move data away from a third-party AI provider and manage conversations and reporting more directly in Genesys Architect.

Genesys helped TechStyleOS build and manage bots in Architect without needing consultancy services, while AWS microservices and triple-active redundancy improved resilience and scalability. The results included near-elimination of downtime, nearly 2,000 hours saved in productivity, a 31% drop in abandonment in Europe, and the ability to absorb a 14% rise in inbound traffic without adding headcount. TechStyleOS also saw faster self-service updates and significant efficiency gains from Genesys-powered automation.

TechStyleOS

Jack Roberts

Director, GMS Technology and Applications