Nitin Kapoor
VP of Technology WayfairThe New Architecture of Retail: Discovery, Demand, and the Changing Path to Purchase
2:25 PM eTail Innovation Presentation: How Wayfair Leverages AI for Its Most Complex Customer Service Moments
Wayfair operates one of retail's most complex post-purchase environments. When something goes wrong with a large home goods order, a standard resolution path doesn't work. That complexity forced the team to think differently about how AI fits into customer service, and the result is a strategy that has moved well past the pilot stage into proven, scalable ROI.
This session breaks down how Wayfair designed AI customer service journeys for high-consideration purchases, where the customer effort is high and a bad resolution is costly. The focus is on what it actually took to get there: the decisions, the architecture, and the milestones that made the business case.
- Designing AI customer service journeys for purchases that are hard to resolve
- Moving AI in customer service from pilot to proven ROI
- Building an AI customer service strategy when one solution isn't enough
Check out the incredible speaker line-up to see who will be joining Nitin.
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