Army & Air Force Exchange Service Uses Manhattan’s New GenAI Chatbot to Elevate Their Customer Service
Manhattan Associates (NASDAQ: MANH) announced that the Army & Air Force Exchange Service has successfully implemented Manhattan Active Maven, a GenAI-powered chatbot, to enhance customer service operations. The Exchange, which has been using Manhattan Active Omni since 2019 for order fulfillment, deployed the new AI solution to handle customer inquiries including shipping status, order changes, cancellations, returns, and exchanges.
The chatbot has significantly reduced the volume of inquiries handled by human agents, with Manhattan estimating time savings of up to 30 seconds per interaction. The implementation was completed in just a few weeks and has helped improve customer satisfaction rates and net promoter scores. The solution's integration with Manhattan Active Omni platform enables immediate automation of customer service inquiries without requiring additional integration or extensive configuration.
Manhattan Associates (NASDAQ: MANH) ha annunciato che il Servizio di Scambio dell'Esercito e dell'Aeronautica ha implementato con successo Manhattan Active Maven, un chatbot alimentato da GenAI, per migliorare le operazioni di servizio clienti. L'Exchange, che utilizza Manhattan Active Omni dal 2019 per l'evasione degli ordini, ha adottato la nuova soluzione AI per gestire le richieste dei clienti, incluse informazioni sullo stato della spedizione, cambiamenti agli ordini, cancellazioni, resi e scambi.
Il chatbot ha ridotto in modo significativo il volume delle richieste gestite dagli agenti umani, con Manhattan che stima un risparmio di tempo fino a 30 secondi per interazione. L'implementazione è stata completata in poche settimane e ha contribuito a migliorare i tassi di soddisfazione dei clienti e i punteggi di promozione netta. L'integrazione della soluzione con la piattaforma Manhattan Active Omni consente l'automazione immediata delle richieste di servizio clienti senza richiedere integrazioni aggiuntive o configurazioni estese.
Manhattan Associates (NASDAQ: MANH) anunció que el Servicio de Intercambio del Ejército y de la Fuerza Aérea ha implementado con éxito Manhattan Active Maven, un chatbot impulsado por GenAI, para mejorar las operaciones de servicio al cliente. El Exchange, que ha estado utilizando Manhattan Active Omni desde 2019 para el cumplimiento de pedidos, implementó la nueva solución de IA para manejar consultas de clientes, incluyendo estado de envío, cambios de pedidos, cancelaciones, devoluciones e intercambios.
El chatbot ha reducido significativamente el volumen de consultas atendidas por agentes humanos, con Manhattan estimando un ahorro de tiempo de hasta 30 segundos por interacción. La implementación se completó en unas pocas semanas y ha ayudado a mejorar las tasas de satisfacción del cliente y los puntajes de promotor neto. La integración de la solución con la plataforma Manhattan Active Omni permite la automatización inmediata de las consultas de servicio al cliente sin requerir integración adicional o configuración extensa.
맨해튼 어소시에이츠 (NASDAQ: MANH)는 육군 및 공군 교환 서비스가 고객 서비스 운영을 향상시키기 위해 맨해튼 액티브 메이븐이라는 GenAI 기반의 챗봇을 성공적으로 구현했다고 발표했습니다. 2019년부터 주문 이행을 위해 맨해튼 액티브 옴니를 사용해 온 교환 시스템은 배송 상태, 주문 변경, 취소, 반품 및 교환 등 고객 문의를 처리하기 위해 새로운 AI 솔루션을 도입했습니다.
챗봇은 인간 에이전트가 처리하는 문의량을 상당히 줄여주었으며, 맨해튼은 상호작용 당 30초까지의 시간 절약을 추정하고 있습니다. 이 구현은 불과 몇 주 만에 완료되었으며, 고객 만족도와 순 추천 점수를 개선하는 데 도움이 되었습니다. 해결책의 맨해튼 액티브 옴니 플랫폼과의 통합은 추가 통합이나 광범위한 구성이 필요 없이 고객 서비스 문의의 즉각적인 자동화를 가능하게 합니다.
Manhattan Associates (NASDAQ: MANH) a annoncé que le Service d'Échange de l'Armée et de l'Air Force a mis en œuvre avec succès Manhattan Active Maven, un chatbot alimenté par GenAI, pour améliorer les opérations de service client. L'Exchange, qui utilise Manhattan Active Omni depuis 2019 pour l'exécution des commandes, a déployé la nouvelle solution IA pour traiter les demandes des clients, y compris l'état de l'expédition, les modifications de commandes, les annulations, les retours et les échanges.
Le chatbot a considérablement réduit le volume de demandes gérées par des agents humains, Manhattan estimant un gain de temps pouvant atteindre 30 secondes par interaction. La mise en œuvre a été achevée en quelques semaines seulement et a contribué à améliorer les taux de satisfaction client et les scores de promoteur net. L'intégration de la solution avec la plateforme Manhattan Active Omni permet l'automatisation immédiate des demandes de service client sans nécessiter d'intégration supplémentaire ou de configuration extensive.
Manhattan Associates (NASDAQ: MANH) gab bekannt, dass der Armee- und Luftwaffen-Austauschdienst erfolgreich Manhattan Active Maven, einen GenAI-unterstützten Chatbot, implementiert hat, um die Kundenservicedienste zu verbessern. Der Austausch, der seit 2019 Manhattan Active Omni für die Auftragsabwicklung nutzt, setzte die neue KI-Lösung ein, um Kundenanfragen zu Versandstatus, Bestelländerungen, Stornierungen, Rücksendungen und Umtausch zu bearbeiten.
Der Chatbot hat das Anfragevolumen, das von menschlichen Agenten bearbeitet wird, erheblich reduziert, wobei Manhattan eine Zeitersparnis von bis zu 30 Sekunden pro Interaktion schätzt. Die Implementierung wurde in nur wenigen Wochen abgeschlossen und hat zur Verbesserung der Kundenzufriedenheitsraten und der Nettopromoter-Scores beigetragen. Die Integration der Lösung mit der Manhattan Active Omni-Plattform ermöglicht die sofortige Automatisierung von Kundenserviceanfragen, ohne dass zusätzliche Integrationen oder umfangreiche Konfigurationen erforderlich sind.
- Successfully deployed new GenAI chatbot solution in just weeks
- Reduced customer service inquiry volume handled by human agents
- Achieved estimated 30 seconds time savings per interaction
- Improved customer satisfaction rates and NPS scores
- Seamless integration with existing Manhattan Active Omni platform
- None.
Insights
This deployment of Manhattan Active Maven represents a significant technological advancement in retail customer service operations. The GenAI chatbot's integration with Manhattan Active Omni creates a powerful synergy, enabling complex order management functions beyond basic customer inquiries. The ability to handle shipping status, order modifications and returns while automating administrative tasks shows remarkable operational efficiency.
The rapid deployment timeframe and the estimated
This implementation at the Army & Air Force Exchange Service represents a strategic win for Manhattan Associates in the competitive retail technology space. The successful deployment at such a large-scale operation validates MANH's GenAI capabilities and could accelerate adoption among other enterprise clients. The efficiency gains reported, including reduced inquiry volumes and faster resolution times, demonstrate clear ROI potential that should appeal to other retailers.
The continuous improvement model through versionless delivery positions MANH favorably in the rapidly evolving AI technology landscape. This could strengthen MANH's market position and potentially drive higher subscription revenues. The successful implementation also opens doors to the government sector, a notably stable and lucrative market segment.
Since 2019, Exchange has used Manhattan Active® Omni to provide shoppers with best-in-class order fulfillment. Leveraging the power of GenAI, Manhattan Active Maven includes a customer service chatbot for end-customers, as well as contact center agent capabilities that uniquely harness the rich commerce functions and comprehensive customer data embedded in Manhattan Active Omni. This enables it to handle a broader range of customer inquiries directly, including complex requests such a shipping status, order changes, cancellations, returns and exchanges. Additionally, Manhattan Active Maven automates and streamlines manual customer service tasks, such as conversation summarization and post-interaction notes, significantly reducing agents’ administrative workload.
Exchange deployed Manhattan Active Maven in just a few weeks. Since then, the chatbot has significantly reduced the volume of inquiries that are handled by the retailer’s human customer service agents.
“We are thrilled to use Manhattan’s GenAI-powered chatbot to offer our customers better and faster service,” said Bill Reynolds, vice president Ecommerce Merchandise and Operations at Exchange. “Manhattan Active Omni has been an integral part of getting orders to our customers as fast and efficiently as possible. Manhattan Active Maven is a natural extension of that solution that provides equally fast and efficient responses to our customers’ needs.”
“We are honored to work with Exchange, and are pleased to have launched their GenAI based chatbot in just a few weeks,” said Sanjeev Siotia, executive vice president and chief technology officer for
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ABOUT ARMY & AIR FORCE EXCHANGE SERVICE
Since 1895, the Army & Air Force Exchange Service (Exchange) has gone where Soldiers, Airmen, Guardians and their families go to improve the quality of their lives by providing valued goods and services at exclusive military pricing. The Exchange is the 54th-largest retailer in
ABOUT MANHATTAN ASSOCIATES
Manhattan Associates is a global technology leader in supply chain and omnichannel commerce. We unite information across the enterprise, converging front-end sales with back-end supply chain execution. Our software, platform technology and unmatched experience help drive both top-line growth and bottom-line profitability for our customers.
Manhattan Associates designs, builds and delivers leading edge cloud and on-premises solutions so that across the store, through your network or from your fulfillment center, you are ready to reap the rewards of the omnichannel marketplace. For more information, please visit www.manh.com.
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Press:
Devika Goel
Manhattan Associates
Tel: +1 470-435-1566
dgoel@manh.com
Source: Manhattan Associates Inc.
FAQ
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