NLX
3 Case Studies
Case Study: Saks Fifth Avenue achieves faster, more personalized customer service with NLX and AWS
A NLX Case Study
NLX and Amazon Web Services Deliver Generative AI-Powered Conversational Experiences for Saks Fifth Avenue
Saks Fifth Avenue, a luxury retailer, sought to elevate its customer service experience to meet the high expectations of its clientele. They partnered with vendor NLX to implement a generative AI-powered conversational solution using NLX's Voice+ platform integrated with Amazon Connect.
NLX implemented its patented, multimodal Voice+ technology on Amazon Connect, enabling customers to interact with AI through voice, text, and on-screen visuals for tasks like checking order status. This solution decreased agent call volume by 20% as customers opted into the new experience. The implementation also reduced after-call workload by 15 seconds per interaction, leading to gains in workforce efficiency and customer satisfaction.
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Saks Fifth Avenue
Jessica Bengtzen
SVP Customer Support