Aterian's Achievement: Innovations in Customer Experience with AI
Aterian Achieves Recognition for Innovation in Customer Experience
Aterian, Inc. (Nasdaq: ATER), a prominent name in the consumer products industry, has recently earned prestigious recognition in the form of the Orchestrators Innovation Award from Genesys. This award celebrates Aterian's commitment to innovation and excellence in technological development, particularly in the realm of customer experience. Aterian was honored at the Xperience2025, an annual gathering that showcases the finest advancements in customer experience and AI-driven solutions.
Commitment to Technological Excellence
Roi Zahut, the Chief Technology Officer at Aterian, expressed the company's excitement about receiving this accolade. He elaborated on the importance of personal space that home products represent in people’s lives. Through the integration of artificial intelligence, Aterian is not only enhancing customer interactions but also achieving tangible business outcomes, proving that empathy and responsiveness can coexist remarkably in a technological landscape.
Framework for Transformation
In conjunction with Genesys and Amplix, Aterian has embarked on a substantial transformation of its customer experience (CX) framework. This initiative led to the unification of various operational systems and the integration of intelligent automation, which in turn has empowered customer service agents with AI-driven copilot capabilities. The outcomes of this transformation have been remarkable, including a 65% reduction in total cost of ownership and a 30% improvement in service level agreements (SLAs) during peak periods. The efficiency extends to enhanced talk time across brands, which has seen a notable 5% to 20% improvement.
Increasing Efficiency in Customer Service
Even with the launch of voice support services and a growing number of customer queries, Aterian has managed to maintain staffing levels, showcasing significant scalability in efficiency. The results reveal that agents are now better equipped to handle complex customer inquiries across different channels, which has optimized operational metrics and reduced costs substantially.
The Value of Customer Care
Concluding his remarks, Roi Zahut emphasized that customers fundamentally want to feel acknowledged and valued, regardless of whether they interact with a human or an AI system. Aterian’s ongoing strategy focuses on delivering genuine customer care at scale, ensuring brand loyalty with every customer interaction.
About Aterian, Inc.
Aterian, Inc. (Nasdaq: ATER) stands as a notable player among consumer products companies, specializing in the development and acquisition of leading e-commerce brands spanning various categories. These include essential home and kitchen appliances, health and wellness products, and devices aimed at improving air quality. Leveraging the largest online marketplaces, including Amazon and Walmart, Aterian also maintains direct-to-consumer channels through its own websites. Its diverse portfolio features well-known brands like Mueller Living, PurSteam, hOmeLabs, Squatty Potty, Healing Solutions, and Photo Paper Direct, attesting to its expansive reach and innovative spirit.
Frequently Asked Questions
What is the Orchestrators Innovation Award?
The Orchestrators Innovation Award is presented by Genesys to recognize companies that show exceptional innovation in customer experience and AI technology utilization.
How did Aterian achieve a 65% reduction in ownership costs?
The reduction was achieved through a comprehensive CX transformation that included integrating intelligent automation and streamlining operations.
What role does artificial intelligence play at Aterian?
AI helps Aterian scale customer interactions across channels, enabling better handling of inquiries and delivering personalized customer experiences.
How many brands does Aterian encompass?
Aterian boasts a portfolio of numerous brands, including well-known names like hOmeLabs and Squatty Potty, catering to various consumer needs.
What are Aterian’s primary markets?
Aterian operates mainly in e-commerce, selling through major platforms such as Amazon, as well as through its direct-to-consumer websites.
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