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AI Drives 111% Referral Boost for Trademark Global
29 Oct
Summary
- Agentic AI led to a 111% increase in referral code usage.
- AI handles 42% of customer interactions without employee assistance.
- Trademark Global plans to expand AI to 12 more brands.
Trademark Global is leveraging Genesys Cloud's agentic AI, specifically the Virtual Agent (AVA), to enhance customer experiences across its diverse brands. AVA manages customer needs end-to-end, from product discovery and purchase to post-sale support, streamlining service across multiple retailers like Amazon and Walmart.
This implementation has resulted in significant business growth, including an 111% surge in referral code usage. AVA autonomously resolves 42% of customer inquiries, achieving a 91% success rate in warranty claims, thereby freeing up human agents for more complex issues.
The company, offering over 8,000 products, aims to expand AVA's deployment to 12 additional brands beyond the current three. This strategic move underscores a commitment to using AI for deeper customer relationships and measurable business value.
