The Army & Air Force Exchange Service (Exchange) has successfully deployed Manhattan Active Maven, Manhattan's new GenAI-powered chatbot, to enhance customer service with faster, more personalized, and accurate interactions. Exchange, a leading U.S. retailer, has been using Manhattan Active Omni since 2019 for order fulfillment. Manhattan Active Maven integrates deeply with Manhattan Active Omni's commerce functions and customer data.
The chatbot handles a broad range of customer inquiries, including shipping status, order changes, cancellations, returns, and exchanges, and automates administrative tasks like conversation summarization. Exchange deployed Manhattan Active Maven in a few weeks, and it has significantly reduced the volume of inquiries handled by human agents, saving up to 30 seconds per interaction. This deployment is expected to improve customer satisfaction and Net Promoter Score.
This rapid deployment and immediate positive impact of Manhattan Active Maven with a significant customer like Exchange validates Manhattan's investment in Agentic AI and Generative AI solutions. It showcases the practical application and value of these new technologies in improving operational efficiency and customer experience, contributing to Manhattan's innovation leadership and cloud revenue growth.
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