Genesys, a global leader in agentic orchestration for customer experience (CX), today announced a new deployment. Trademark Global, an eCommerce company offering products across multiple categories, now uses Genesys Cloud™ Agentic Virtual Agent (AVA). The company relies on this agentic AI to deliver more connected experiences across its brands, retailers and channels.
AVA handles needs from start to finish. It also takes action on a shopper’s behalf. As a result, service becomes simpler, from product discovery and purchase through post-sale support. Moreover, seamless journeys and faster resolutions improve the customer experience. At the same time, they create new opportunities for business growth at Trademark Global and Genesys Cloud.
Agentic AI Bridges Shopping Journeys Across Major Retailers
Trademark Global offers over 8,000 products, including Squatty Potty. It sells them through major retailers such as Amazon, Walmart, Target and Wayfair. Customers can discover a product in one place, buy it somewhere else and later turn directly to Trademark Global for help. AVA bridges those experiences. It guides people through product options and personalized recommendations, and then it provides post-purchase service. Since adopting agentic AI to help customers discover the right products, Trademark Global has seen an 111% increase in referral code usage. Consequently, the company gains more opportunities to drive purchases.
“Every interaction is a chance to make things easier for the customer and build a stronger relationship,” said Jason Sustar, chief operating officer at Trademark Global. “AI helps us take care of more of those everyday needs, while giving our employees more time to focus on where they can make a difference. When you get that balance right, customer experience becomes a real opportunity to grow the business.”
The Trademark Global AVA helps customers check on orders, troubleshoot a product or file a warranty claim. Rather than simply answering questions, the agent gathers the information it needs. Then it takes action to resolve the customer’s request. Today, the agent completes 42% of the interactions it handles without employee assistance. Additionally, it has achieved a 91% success rate with warranty claims.
Employees Focus on High-Value Customer Conversations
Some customers need additional help. In those cases, AVA passes along the context it has gathered, so an employee can pick up where it left off. Genesys Cloud Agent Copilot then supplies relevant information and AI-generated guidance. Thus, employees resolve needs without asking customers to repeat themselves. Together, these capabilities let AI handle more routine work. Meanwhile, Trademark Global employees focus on the conversations where their expertise and empathy matter most.
“The real opportunity with agentic AI isn’t simply to automate more interactions. It’s to understand the customer’s context and intent, take action and deliver the right outcome,” said Tony Bates, chairman and CEO of Genesys. “Trademark Global is demonstrating how that shift can turn individual touch points into more connected customer experiences that strengthen relationships and create measurable business value.”
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News Source: Businesswire.com
