customer_support · ecommerce · workflow
Wayfair Agent Co-pilot: Generative AI assistant reduces digital sales agent handle time by 10%
Digital sales agents had to manually hunt down product information, policy details, and other relevant data during live customer chats, slowing response times and reducing service quality.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates chat
A customer contacts a digital sales agent with a question or a shopping request.
Tools used
Large Language ModelsQA LLM
Outcome
Initial test results show a 10% reduction in agent handle time, allowing customers to be served more quickly.
Results
Time saved10%
Grounding & classification
Source type: technical build writeup
23 fields verified against source quotes.
agent assistcontent generationconversational aichat transcriptpolicy documentproduct cataloghuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedecommerceretailcycle time reductionemployee productivitytechnical build writeupcustomer supportsales opsai draft human approval