Customer service: With AI, Saks reduces calls requiring humans by 20%

Featured image of the article Customer service: With AI, Saks reduces calls requiring humans by 20%

An article by Morgane Monteiro

Publication

13 August 2025 à 19h24

Updated on 19 August 2025 à 12h10

Reading time

2 minutes

Publication: 13 August 2025 à 19h24, Updated on 19 August 2025 à 12h10

Reading time: 2 minutes

An article by Morgane Monteiro

Publication

13 August 2025 à 19h24

Updated on 19 August 2025 à 12h10

Reading time

2 minutes

Publication: 13 August 2025 à 19h24, Updated on 19 August 2025 à 12h10

Reading time: 2 minutes

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On August 8, Saks officially launched Sophie, an AI-powered voice and text assistant designed with the U.S. conversational platform NLX and AWS. Since April, customers can ask the AI agent about orders, pricing and promotions, return policies and in-store assistance. Built on NLX’s no-code platform and AWS cloud infrastructure, the tool switches to text messaging for requests that are less suited to voice or unclear. With AI reducing the volume of calls to human advisors by 20%, Saks plans to i

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Article authors

Featured image of the article Morgane Monteiro

Morgane Monteiro Journalist

Featured image of the article Morgane Monteiro

Journaliste économique pour mind Retail depuis 2024, j’analyse la transformation digitale du commerce.

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