ASICS taps Amelia conversational AI tech to improve CX

Sports company ASICS has hired conversational AI software tool Amelia as a digital service agent.

ASICS says that it will be able to boost its customer experience by enabling 24/7 omnichannel support, as well as reducing the time employees spend on repetitive and mundane issues.

Its customers can now interact with Amelia via numerous channels – email, website chat and social media – for assistance with transactional requests relating to order status and return status updates, dispute case status flows, return instructions and shipping information.

Michelle Stubbings, Director of O2C EMEA at ASICS, says: “We believe that our customers should have unparalleled customer experiences every time they step into our stores, pick up their phones or visit our website.”

“During the pandemic, our employees were overwhelmed with repetitive tasks and inquiries, and we were searching for a best-in-class solution to alleviate some of that workload.”

“Amelia is a critical addition to the company, with an unmatched ability to understand, learn, interact and empathise with our customers while accurately and efficiently resolving their inquiries.”

Chetan Dube, CEO at Amelia, says: “Consumers are demanding high quality service from retailers through digital channels, and it’s incumbent upon all companies to provide customer support of the highest calibre.”

“We are excited to partner with ASICS, a leader in the retail sports industry, as the company utilises Amelia to elevate its customer service operations and provide employees with more opportunities to innovate and thrive.”

Customer supportStaff WriterASICS, Amelia, AI, Artificial intelligence, Digital service agents, Omnichannel retail, Customer experience, Customer supportComment