How Wayfair Leverages AI to Make Customer Care More Efficient

By Meghan Hall |  July 6, 2023

As part of our recent event, Leveraging AI in Business, we curated a list of speakers who could share concrete ways their companies have begun experimenting with AI. For Boston-based Wayfair, the online furniture and home company, AI has already begun making an impact on the business and its customers.

Chandra Ganduri, Director of Data Science & ML at Wayfair, and Vaidy Raghavan, Director of Technology at Wayfair, explained how the company uses artificial intelligence to help with contact management and enhance consumers’ experiences.

“One of the things that we have done fairly successfully in the last year or so is adapting the way we manage the ‘Contact Us’ capability to…achieve a high degree of personalization,” Raghavan said.

Hear them explain the process of implementing these systems in the video above, and download their slides below.

Video filmed and edited by Pablo Minier, Longwood Media.

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