3 ways to make CX your competitive advantage with generative AI

According to a recent Forrester survey*, 53 percent of businesses use AI-driven predictive capabilities to route chat responses and 54 percent of businesses agree that agents benefit from a 360-degree view of customer conversations.

One such business using this technology is Freshpet. It became apparent in early 2022 that much of Freshpet’s customer base were Millenials and Gen Z and, therefore, more likely to expect self-service options. Upon learning this, Freshpet launched its live chat function, named ‘Scout’, in Q3 2022. Since then, the pet food giant has seen a 98 percent match rate and a major reduction in call volumes, freeing up agents to focus on more complex customer queries.

Today, Freshpet can be found in over 10 million households in the US and has surpassed $1 billion annual revenue. Now, Freshpet, like many other businesses working with chatbots, is turning towards the future. Generative AI is promising to improve efficiency and customer service while reducing operational costs in the contact center. CX and customer support teams must, however, ensure they have the correct infrastructure in place to integrate this new technology safely and effectively.

In this webinar, our expert speakers are going to delve into Freshpet’s chatbot successes before discussing how the latest innovations in generative AI can empower your customer service teams to achieve incredible results like those outlined above.

Join this webinar to learn more about:

• How to handle peak and holiday seasons without increasing agent headcount using AI-powered chatbots, with examples from Freshpet’s case study.
• Empowering agents to provide personalized support with generative AI.
• Leveraging generative AI for meaningful customer insights.

Save your seat today!

Speaker

Lisa Diehl
Director, Consumer Care
Freshpet

Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on enhancement of operational effectiveness and very committed to a high octane, fun, and collaborative work environment that focuses on engaging and motivating her teams. Within Freshpet, Lisa is also a member of Freshpet’s Crises Management Team.

Lisa has over 35 years of experience in Consumer Affairs and has held a variety of managerial positions. Originally from Chicago, Lisa now resides in California, but commutes regularly to Freshpet’s offices in New Jersey and Pennsylvania.

Lisa is also currently serving on the Board of directors for SOCAP, International, where she is now the Immediate Past Chair, after serving as the Chairman of the Board for 3 terms.

Melanie Mingas
Editor-in-chief
CX Network

Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.

Anna Startseva
Director Product Marketing
Freshworks

Anna Startseva leads North America Product Marketing at Freshworks. She is passionate about helping companies create sustainable business growth and amazing customer experiences.

Anna leads Freshworks AI Customer Council to help businesses of all sizes take advantage of the latest AI tech. She is an experienced marketing and government relations professional.

Prior to Freshworks, she was director of product marketing at ServiceMax, a leading field service management company (now part of PTC). Before that, she helped companies protect their brand health at NetBase, a social listening company. Anna started her career as a government relations professional in Washington, DC.

Sponsored by