Humann Enhances Customer Experience and Efficiency with Talkdesk Ascend AI Platform
Humann, a leading innovator in functional food and nutritional supplements, has taken a significant step forward in optimizing its customer experience (CX) strategy by integrating the Talkdesk Ascend AI platform. This partnership enables Humann to foster brand loyalty, enhance customer lifetime value, and elevate digital engagement by leveraging cutting-edge AI-driven solutions.
Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered CX technology, equips Humann with an extensive suite of AI capabilities designed to revolutionize customer service interactions. By implementing advanced AI solutions, Humann is not only improving customer satisfaction but also enhancing operational efficiency in an increasingly competitive retail landscape.
AI’s Role in Retail Customer Experience
The modern retail industry faces immense pressure as consumers demand greater value, seamless interactions, and instant support. AI-powered technologies have become essential in meeting these expectations, enabling retailers to anticipate customer needs, streamline service delivery, and offer hyper-personalized experiences. Humann’s integration of Talkdesk’s agentic AI and generative AI (GenAI) solutions represents a forward-thinking approach to customer service, empowering both customers and service agents with intelligent, automated interactions.
Transforming Customer Service with AI Agents
One of the most significant advancements in Humann’s customer service strategy is the adoption of Talkdesk AI Agents for Retail. These intelligent, autonomous agents handle complex retail-specific inquiries and take action without direct human intervention. By operating 24/7, these AI agents ensure that website visitors receive the support they need instantly, reducing wait times and enhancing overall satisfaction.
With Talkdesk AI Agents for Retail, Humann has:
- Achieved a 6% increase in containment over the past three months
- Resolved 65% of chat conversations without escalation to a live agent
- Provided round-the-clock support with dynamic, context-aware responses
The AI agents dynamically adapt their responses based on real-time interaction analysis, surpassing human capabilities in understanding and responding to customer inquiries. This level of automation allows Humann to provide a frictionless self-service experience while maintaining personalized engagement with customers.
Enhancing Customer Engagement and Loyalty
Humann’s CEO and co-founder, Joel Kocher, emphasizes the company’s commitment to innovation and customer-centricity.
“We’re on a mission to change lives. Our ability to continuously innovate and prioritize our customers and their well-being is key in bringing that mission to life. Talkdesk is an invaluable partner in this process. Leveraging retail-trained AI platforms to address customer questions, empower human agents, and analyze customer interactions has positively impacted our business. It allows us to meet our customers where they are, continue building trust and loyalty, and provide value during the customer journey,” said Kocher.
By integrating AI-powered solutions, Humann ensures that customers receive timely assistance, personalized interactions, and a smooth purchasing experience, all of which contribute to increased brand trust and long-term loyalty.
Optimizing Customer Support for Retail Operations
Talkdesk AI Agents for Retail streamline various customer service functions, including:
- Order tracking: Customers can instantly check the status of their orders without speaking to a live agent.
- Order modifications and cancellations: AI agents handle common requests such as canceling or modifying an order, reducing the need for manual intervention.
- Subscription management: Humann’s pay-per-purchase and subscription-based customers receive instant support for account modifications and product inquiries.
Since adopting Talkdesk Retail Experience Cloud™, Humann has managed to close over 222,000 voice and digital conversations with enhanced customer satisfaction (CSAT) scores while simultaneously reducing the cost per conversation. By consolidating customer interactions on a single platform, Humann has:
- Reduced agent call hours by over 1,000 hours
- Deflected voice interactions to digital chat support, improving efficiency
- Streamlined support for both subscription-based and one-time purchase customers
Empowering Human Agents with AI-Powered Assistance
While AI-driven automation has reduced the need for human intervention in many cases, Humann also recognizes the importance of enhancing the productivity and effectiveness of its customer service representatives. The company employs Talkdesk Copilot, an AI-powered assistant designed to:
- Detect customer inquiry topics in real-time
- Offer guidance and recommended responses to agents
- Reduce average handle time (AHT), ensuring faster resolution of issues
Additionally, Talkdesk Customer Experience Analytics plays a crucial role in helping Humann capture, transcribe, and analyze every customer interaction. This data-driven approach enables the company to:
- Identify and track emerging customer concerns
- Gain insights into customer intent and sentiment
- Preemptively address potential service issues before they escalate
These capabilities allow Humann to refine its service strategies and proactively improve the customer journey.
Integrating AI with NetSuite for a Unified Experience
Another key factor in Humann’s AI-driven customer experience transformation is the integration of Talkdesk Retail Experience Cloud with NetSuite. This seamless integration provides:
- Highly personalized assistance by linking customer order management data with service workflows
- A unified view of customer interactions, allowing service teams to provide more tailored support
- Automation of routine service requests, freeing up agents to handle more complex issues
This enhanced connectivity ensures a more consistent, efficient, and enjoyable customer experience while optimizing backend operations.
The Future of AI-Driven Retail Customer Service
As AI technology continues to evolve, its role in shaping the retail customer experience will only expand. Ed Durbin, Vice President and General Manager of Industry Strategy for Retail and Consumer Goods at Talkdesk, underscores the importance of industry-specific AI solutions.
“AI is only as good as its data. Retail brands won’t benefit from AI-enabled contact center technology that isn’t industry-specific. That is why we created the Talkdesk Retail Experience Cloud, providing retailers with pre-trained retail AI, pre-built integrations with e-commerce systems, and retail-specific workflows. Humann is a perfect example of a national retailer that understands the value of customer experience for brand reputation, profitability, and growth.”
The future of retail CX will increasingly rely on:
- Advanced predictive analytics to anticipate customer needs
- Further automation of service interactions to enhance efficiency
- Integration of AI with additional retail systems to create a more holistic, personalized customer journey
Humann’s strategic adoption of Talkdesk AI solutions exemplifies how modern retailers can leverage artificial intelligence to transform their customer experience while driving operational efficiency. By integrating AI-powered automation, real-time analytics, and intelligent customer support, Humann has successfully enhanced customer satisfaction, reduced service costs, and optimized its digital engagement strategy.
Through its collaboration with Talkdesk, Humann sets a benchmark for how retail brands can effectively balance automation and human touch to create a superior, customer-centric experience. As AI technology advances, Humann remains well-positioned to continue delivering innovative, efficient, and personalized customer interactions, further solidifying its reputation as a leader in the health and wellness retail space.
