United StatesRetail and e-commerce2023 – ongoingWayfair
Wilma response drafting for customer-service agents
Wayfair said agents using Wilma addressed customer needs 12% faster
Problem
Customer-service agents had to resolve complaints while applying hundreds of policies. Long conversations made it difficult for early AI drafts to track which remedies remained appropriate.
Approach
Wayfair launched Wilma in 2023 to draft replies with models including Gemini and GPT. It replaced a single broad prompt with tailored prompts and separate model calls that assessed the conversation before drafting. Agents reviewed, edited or discarded the suggested messages.
Results
Takeaway
Separating conversation analysis from response drafting reduced inappropriate suggestions while agents retained control of messages.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Wayfair described Wilma's response-drafting workflow and its changes since launch. It reported 12% faster handling of customer needs and improved policy adherence.
Full details are in the original sources.