Problem

Amazon Customer Service Reps were spending a lot of time crafting emails to send to sellers after resolving their issues. This was taking up valuable time that could be spent on other tasks, and the emails were often repetitive and generic. Additionally, reps were not always sure what information to include in the emails or how to phrase things in a way that would be helpful to the seller.

To solve this problem, we needed to find a way to automate the email creation process while still ensuring that each email was personalized and contained all necessary information.

Learn more about our solution here.

Solution

We developed a feature using generative AI that automatically creates an email for Amazon Customer Service Reps to send to sellers after resolving their issues. The feature takes into account the specific issue that was resolved, any relevant details about the seller's account, and other contextual information to create an email that is personalized and contains all necessary information.

The feature also allows reps to make any necessary edits or additions before sending the email, ensuring that it is still personalized and tailored specifically to the seller's needs.

Impact

Reduced time spent by reps on creating emails by X%
Increase in customer satisfaction ratings by X%
Improved efficiency of customer service department overall

"This feature has been a game-changer for our customer service team. It has allowed us to provide more personalized and efficient service to our sellers, while also freeing up time for reps to focus on other important tasks."

Team

Team Member #1 - Software Engineer
- Oversaw the development of the generative AI feature
- Worked closely with customer service reps to ensure that the feature met their needs
Team Member #2 - UX Designer
- Designed the user interface for the email creation feature
- Conducted user testing and made adjustments based on feedback from reps

AI Automates Amazon Reps' Email Creation