Manhattan Pioneers Use of GenAI in Supply Chain Commerce

Rhea-AI Summary

Manhattan Associates (NASDAQ: MANH) has unveiled Manhattan Active® Maven, a cutting-edge Generative Artificial Intelligence (GenAI) solution aimed at enhancing customer service. This innovative technology reduces operational costs while improving customer interactions. Manhattan Active Maven offers a GenAI-powered chatbot for consumers and a suite of features to boost customer service efficiency. This solution integrates seamlessly into Manhattan's omnichannel commerce platform, providing native access to order, payment, location, and product information. Additionally, Manhattan announced Manhattan Assist, a GenAI assistant that offers contextual responses and platform-level support for various roles and functions within the Manhattan Active suite. These advancements promise to redefine customer service with greater personalization, productivity, and cost savings.

Positive

• Launch of Manhattan Active® Maven with advanced GenAI technology.
• Enhanced customer service through personalized, dynamic responses.
• Reduction in operational costs.
• Native integration with Manhattan's omnichannel commerce platform.
• Introduction of Manhattan Assist for contextual support across roles.
• No need for rules, scripts, or integrations for implementation.
• Improved efficiency and service standards for customer service representatives.
• GenAI-powered chatbot offering pre- and post-purchase support.

Negative

• The impact on long-term operational costs and customer satisfaction remains unproven.
• Potential risks and challenges in adopting new AI technologies.
• Unknown scalability and performance of GenAI features in high-demand environments.
• Dependency on advanced AI may lead to increased technical vulnerabilities.

Insights

Tech Expert

Manhattan Associates has released a suite of Generative AI (GenAI) solutions aimed at transforming customer service and operational efficiency in the supply chain industry. The introduction of Manhattan Active® Maven and Manhattan Assist promises to create a more dynamic and contextual interaction experience for customers, mirroring human-like responses while reducing operational costs.

GenAI, particularly advancements in large language models (LLMs), provides the backbone for these new features. These models allow for the creation of personalized, dynamic responses that improve customer interactions, especially in pre- and post-purchase scenarios. The technology's ability to handle a variety of queries without requiring extensive rules or scripts simplifies its implementation, making it a highly appealing solution for retailers.

Additionally, the ease of integration into existing platforms is a significant advantage. This feature is especially relevant as businesses seek to enhance customer experience without overhauling their technological infrastructure. By embedding these solutions into their websites, retailers can leverage advanced AI capabilities almost immediately.

Considering the increasing importance of digital transformation in supply chain management, Manhattan’s GenAI solutions could set a new standard for operational efficiency and customer service in the industry.

Market Research Analyst

The introduction of Manhattan Active® Maven and Manhattan Assist marks a strategic move for Manhattan Associates in the ever-evolving supply chain and commerce landscape. By leveraging GenAI, the company aims to address two critical areas: enhancing customer service and reducing operational costs.

From a market perspective, the timing of this release is noteworthy. Customer expectations are continually evolving, with an increasing demand for personalized and efficient service. The ability to offer a GenAI-powered chatbot that can provide contextual and dynamic responses directly answers this market need. Furthermore, the claim of no requirement for complex integrations or scripts adds a significant value proposition, particularly for retailers looking to upgrade their customer service capabilities without major investments in IT infrastructure.

The potential for cost savings through increased efficiency and reduced need for human intervention is likely to be a strong selling point. Retailers are always on the lookout for technologies that can deliver a high return on investment and solutions that promise to lower operational costs while enhancing service quality are particularly attractive.

Overall, this move positions Manhattan Associates as a forward-thinking player in the supply chain and commerce sectors, likely to attract attention from both current and potential investors.

ATLANTA--(BUSINESS WIRE)-- Manhattan Associates (NASDAQ: MANH) today announced Manhattan Active^® Maven, a specialized Generative Artificial Intelligence (GenAI) solution built for customer service, along with Manhattan Assist, which adds cutting-edge GenAI capabilities to all Manhattan Active solutions. The company is applying this state-of-the-art technology to revolutionize consumer interactions, as well as enhancing how Manhattan's customers engage with their solutions.

The new Manhattan Active Maven harnesses the power of GenAI technology to elevate customer experience while simultaneously reducing operational costs. This innovative solution offers a GenAI-powered chatbot for consumers, and a collection of GenAI features aimed at enhancing the efficiency and service standards of customer service representatives. Natively built within Manhattan's industry-leading omnichannel commerce solution, Manhattan Active Maven stands out as the first GenAI-powered customer service chatbot with native access to orders, payments, store locations, and product availability.

Manhattan has leveraged advancements in large language models (LLMs) to reimagine the chatbot experience for pre- and post-purchase experiences. Manhattan Active Maven crafts personalized responses that are dynamic and contextual, akin to those delivered by human agents. Manhattan Active Maven is also incredibly easy to implement. No rules, scripts or integrations are required. Retailers simply embed it on their website, and the solution goes to work.

“GenAI is one of the most exciting technologies we’ve seen in years, and it promises to redefine customer service experiences,” said Ellie Crawford, director of Product Management for Manhattan Associates. “Manhattan Active Maven and Manhattan Assist represent an exciting application of this technology in supply chain and commerce, delivering new levels of personalization, productivity, and cost-savings.”

Manhattan is also announcing Manhattan Assist, a GenAI-powered assistant that provides contextual responses to any questions regarding product functionality, API structures, and more. Manhattan Assist will also provide a natural language summary of how Manhattan Active applications are currently configured. Included with all Manhattan Active Solution subscriptions, this new feature provides platform-level assistance across multiple personas, roles, and functions.

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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View source version on businesswire.com: https://www.businesswire.com/news/home/20240515796963/en/

Devika Goel

Manhattan Associates

470-435-1566

dgoel@manh.com

Source: Manhattan Associates

FAQ

What is Manhattan Active® Maven?

Manhattan Active® Maven is a specialized GenAI solution designed to enhance customer service and reduce operational costs.

How does Manhattan Active® Maven improve customer service?

It uses GenAI technology to offer personalized, dynamic responses akin to human agents, improving consumer interactions.

What are the benefits of using Manhattan Active® Maven?

Benefits include reduced operational costs, enhanced customer service, and native integration with Manhattan's omnichannel commerce platform.

What is Manhattan Assist?

Manhattan Assist is a GenAI-powered assistant that provides contextual responses regarding product functionality, API structures, and more.

How easy is it to implement Manhattan Active® Maven?

Implementation is straightforward, requiring no rules, scripts, or integrations. Retailers simply embed it on their website.

What functionalities does Manhattan Active® Maven's chatbot offer?

The chatbot provides native access to orders, payments, store locations, and product availability for pre- and post-purchase experiences.

How does Manhattan Assist support users?

It offers platform-level assistance across multiple personas, roles, and functions, providing natural language summaries and contextual responses.