How Lush uses AI-powered efficiency to build connections | Conversations with Zendesk podcast

🧼 Harnessing AI-powered efficiency for deeper customer connection with Lush’s Naomi Rankin | Conversations with Zendesk podcast
🔗 Read more here: https://zdsk.co/3yUYGsY

🫧 On this episode, we’re joined by Naomi Rankin, Global Customer Care Manager at ‪@LUSH‬. Naomi shares her journey of integrating AI into Lush’s customer service operations while staying true to the company’s ethical values. With nearly a decade of experience, she leads a diverse team supporting Lush’s mission to deliver exceptional, personalized customer service globally.

⏳ Timestamps:
00:00 - Start
02:10 - Leveraging AI to handle 55% of customer interactions, allowing human agents to focus on more complex issues
05:30 - Balancing technology with a human-first approach to maintain Lush’s personalized customer service
09:00 - The introduction of Marvin, Lush’s AI tool, and its role in improving efficiency
11:25 - Managing peak customer inquiries, such as during Black Friday, with AI-driven solutions
14:40 - Testing AI tools in a sandbox environment to ensure alignment with Lush’s values before deployment
17:50 - Implementing AI-powered order tracking to enhance both customer and team efficiency
20:15 - Prioritizing data ethics by treating customer information with the same care as Lush’s product ingredients
22:00 - Creating new roles focused on AI management and quality control while streamlining operations

Resources mentioned:
🔗 Zendesk AI Summit: https://zdsk.co/3ThmXQQ
🔗 Lush: https://zdsk.co/4ecjk6B

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