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How Decathlon is using conversational AI in retail with Charles Guth, Customer Service Manager, Decathlon

How Decathlon is using conversational AI in retail with Charles Guth, Customer Service Manager, Decathlon 1600 1200 Kane Simms

Learn how Decathlon flipped the script on its customer service channels and built an entirely new customer service set up with AI.

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Presented by Deepgram and Symbl.ai

Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you don’t have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit:

See how easy it is to add simple but powerful call coaching and call tracking functionality to your customer experience solutions with Symbl.ai’s customizable Conversation Intelligence APIs. From calls to videos to text conversations — apply best in class contextual AI in no time by getting started for free.



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AI-enabled customer service and sales

Charles Guth is the Customer Services Manager at Decathlon UK. Learn how Decathlon is using conversational AI; it’s use cases, value and learnings, including:

  • Why Decathlon decided to close its call centre and rely on messaging and chat channel
  • How the script was flipped, going from 70% email contact and 30% messaging, to the complete opposite
  • What use cases and channels Decathlon is utilising AI for
  • Implementation lessons learned and tips for messaging automation
  • And much more…

Timestamps

00:00 Intro and welcome Deepgram and Symbl.ai
Sign up to ‘Is AI coming for your job?’ webinar
Sign up to ‘The Easy Way to Integrate Voicebots with Your Customer Service Solution’ webinar
04:30 Welcome Charles Guth, Customer Service Manager, Decathlon
07:00 Beginnings of conversational automation at Decathlon
08:25 Finding unserved demand with AI
12:00 Resource reallocation
14:00 Closing the call centre
17:30 AI channel automation
20:40 How to foster customer adoption
24:00 Google My Business and AI
30:00 Technology selection
31:58 Learnings from implementing AI
34:50 Importance of customer input
37:25 Conversation design approach
40:00 Measuring customer satisfaction
42:42 Agent escalation approach
44:40 Measurable business value
47:44 Advice for customer service managers
49:50 Future plans
50:57 Outro

Links

Register for ‘Is AI coming for your job?’ webinar

Sign up to ‘The Easy Way to Integrate Voicebots with Your Customer Service Solution’ webinar

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