Saks Fifth Avenue has turned to NLX Voice+ and Amazon Connect, AWS’s unified, AI-native CX solution, to improve interactions between agents, supervisors, and customers.
Saks Fifth Avenue has partnered with NLX and Amazon Web Services (AWS) to offer voice-first, generative AI-powered conversational experiences to the luxury retailer’s customers. Saks Fifth Avenue works continuously to elevate its customer service to match the high expectations of its customers.
The company has turned to NLX Voice+ and Amazon Connect, AWS’s unified, AI-native CX solution, to improve interactions between agents, supervisors, and customers.
Using NLX’s patented, multimodal Voice+ technology integrated on Amazon Connect, Saks Fifth Avenue customers calling to inquire about the status of their order or return, among other questions, may be able to engage with AI in a way that’s most similar to a human agent.
They can speak to and hear the AI, exchange texts, and walk through steps on a screen that both the AI and customer can “see.”
“At its core, luxury is personal. By thoughtfully integrating advanced technology like NLX, we are not replacing the human touch; we are enhancing it,” said Jessica Bengtzen, VP, Service Centres, Saks Global.
“This allows us to work smarter to elevate every customer interaction, ensuring our teams are empowered to deliver exceptional, high-touch service across all facets of the customer journey.”
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With this technology, the luxury retailer has decreased agent call volume with about 20% of callers opting into the visual voice-guided Interactive Voice Response (IVR) experience. These time savings scale to measurable gains in workforce efficiency, service speed, and bottom-line performance, all while increasing customer satisfaction and driving loyalty.
The luxury retailer also uses generative AI through Amazon Connect and Amazon Bedrock on AWS to give customer support agents data to make more informed decisions and deliver an elevated luxury experience.
“Saks Fifth Avenue understands that its customers expect excellence in everything, and their post-purchase service experiences are no exception,” said Andrei Papancea, CEO of NLX.
“As consumers increasingly expect brands to offer fast and efficient service while preserving the high-touch experience, retailers like Saks that deliver the most delightful and advanced technology will capture their loyalty and their business.”
With the NLX no-code platform and the help of AWS Professional Services, Saks Fifth Avenue has been able to build, test, and analyse voice-first, generative AI-powered conversations in weeks without needing to tap IT resources.
“Luxury retail customers expect conversational experiences that are personalised and feel as natural as speaking with an in-store associate would be,” said Rich Geraffo, Vice President & Managing Director, AWS North America.
“NLX is delivering exactly that – elevated, seamless interactions through a unique pairing of its own AI capabilities with Amazon Connect and Amazon Bedrock. For Saks Fifth Avenue, this equates to meeting customers exactly where they are, with the speed, sophistication and white-glove service they demand.”
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