Columbia Sportswear is on a mission to provide highly available, omnichannel support to its very engaged customer base. Gerry Woodbury, Columbia’s director of customer care, knew that a customer experience (CX) solution utilizing AI would streamline the company’s service operations, reduce contact center costs, and improve customer satisfaction.
Columbia chose to engage with [24]7.ai to streamline its CX digital transformation. In line with its No. 1 goal— enabling more customers to get answers and assistance faster than ever before—the company’s first move was to offer an AI-enabled chatbot on its website. Now site visitors are greeted by an automated chatbot that assesses customer intent, handles simple tasks, and quickly dishes off to the appropriate live agent when customer issues exceed its capabilities. Columbia’s live support agents continue making use of [24]7.ai technology throughout the customer journey.
The results have been hugely positive for companies and customers alike.
