E-commerce & Retail
Next returns customer service agent
Next uses a Sierra agent to handle arrange-return queries and adapt service flows across brands and regions.
Author: Sierra
What was done
Next implemented a Sierra-powered customer service agent for its retail operations across markets and brands. The agent handles complex arrange-return questions, matches customers without requiring order numbers, and manages identity verification. Sierra says the first implementation went live in six weeks and can adapt to regional preferences, languages, and new service processes.
Stack
Sierra
Conversational AI
Identity Verification
Multilingual Support