Saks Fifth Avenue brings AI to luxury

Luxury retailer Saks Fifth Avenue is teaming up up with NLX and Amazon Web Services to improve interactions between agents, supervisors, and customers using AI

Using NLX patented, multimodal Voice+ technology integrated on Amazon Connect, Saks Fifth Avenue customers calling to inquire about the status of their order or return, among other questions, may be able to engage with AI in a way that's most similar to a human agent. They can speak to and hear the AI, exchange texts, and walk through steps on a screen that both the AI and customer can "see."

"At its core, luxury is personal. By thoughtfully integrating advanced technology like NLX, we are not replacing the human touch, we are enhancing it. This allows us to work smarter to elevate every customer interaction, ensuring our teams are empowered to deliver exceptional, high-touch service across all facets of the customer journey," said Jessica Bengtzen, VP, service centres, Saks Global.