An aging homegrown CRM held back 1,700 agents. Now, an AI co-pilot helps them draft faster, higher-quality emails from a single screen.
A British multinational retailer serves over 10 million customers across 127 countries, handling approximately 653,000 monthly support tickets with 1,700 service professionals speaking 11 languages.
A 15-year-old homegrown CRM system struggled with performance, stability, and availability, forcing agents to navigate multiple clicks and up to six...
“We have more than 10 million customers across 127 different countries, with different preferences for contacting us. With contact centers on multiple continents, employing agents offering 11 different languages, we can’t operate without efficient technology.”
Multichannel retailer of fashion, beauty, and home products.
AI-powered customer service and employee experience software platform.
Next's Customer support co-pilot is part of this use case:
Related implementations across industries and use cases
16.5 hours to a first reply—on 9,500 inquiries a week. Launched the day before Black Friday, AI agents now close 42% without a human.
Manually triaging each support ticket took agents 20 minutes. Now, AI routes inquiries and a copilot helps agents draft empathetic replies.
Returns and ID checks slowed global support. AI now automates these flows on WhatsApp and voice, matching tone to local markets.
Manual categorization delayed revenue. Staff-built agents now auto-classify products for 91% faster onboarding, with human oversight.
Workflows collapsed when staff changed roles. A meta-agent now turns plain-language descriptions into live agents—no AI team needed.
Recruiters juggled disconnected systems while managers fielded candidate calls from the back office. An AI now screens and engages 24/7.
16.5 hours to a first reply—on 9,500 inquiries a week. Launched the day before Black Friday, AI agents now close 42% without a human.
39 categories left shoppers guessing; support swamped with routine calls. Agentforce now covers the catalog, the cart, and what comes after.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.
An aging homegrown CRM held back 1,700 agents. Now, an AI co-pilot helps them draft faster, higher-quality emails from a single screen.
A British multinational retailer serves over 10 million customers across 127 countries, handling approximately 653,000 monthly support tickets with 1,700 service professionals speaking 11 languages.
A 15-year-old homegrown CRM system struggled with performance, stability, and availability, forcing agents to navigate multiple clicks and up to six...
“We have more than 10 million customers across 127 different countries, with different preferences for contacting us. With contact centers on multiple continents, employing agents offering 11 different languages, we can’t operate without efficient technology.”
Multichannel retailer of fashion, beauty, and home products.
AI-powered customer service and employee experience software platform.
Next's Customer support co-pilot is part of this use case:
Related implementations across industries and use cases
16.5 hours to a first reply—on 9,500 inquiries a week. Launched the day before Black Friday, AI agents now close 42% without a human.
Manually triaging each support ticket took agents 20 minutes. Now, AI routes inquiries and a copilot helps agents draft empathetic replies.
Returns and ID checks slowed global support. AI now automates these flows on WhatsApp and voice, matching tone to local markets.
Manual categorization delayed revenue. Staff-built agents now auto-classify products for 91% faster onboarding, with human oversight.
Workflows collapsed when staff changed roles. A meta-agent now turns plain-language descriptions into live agents—no AI team needed.
Recruiters juggled disconnected systems while managers fielded candidate calls from the back office. An AI now screens and engages 24/7.
16.5 hours to a first reply—on 9,500 inquiries a week. Launched the day before Black Friday, AI agents now close 42% without a human.
39 categories left shoppers guessing; support swamped with routine calls. Agentforce now covers the catalog, the cart, and what comes after.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.