Lacoste E-commerce Conversational AI Agent

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Lacoste E-commerce Conversational AI Agent

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Lacoste deployed a production Conversational AI Agent for its e-commerce customer service operations using Google's Gemini Enterprise for CX. The project took four months end-to-end: two months of design, two months of development and testing. The agent is integrated with Salesforce Commerce Cloud, Service Cloud, and Manhattan Associates, live in production on lacoste.com US. The architecture uses a central orchestrator that routes each request to specialized expert agents: a knowledge agent for FAQs, an order tracking agent interfaced with Manhattan Associates for real-time delivery info, and a product quality agent for returns qualification. When escalation to a human advisor is needed, the advisor retrieves the full conversation including photos directly in Salesforce Service Cloud. Key results: consumer satisfaction above 4/5 from the first days, escalation rate on track for -30%, complex cases handled in under eight minutes on the advisor side. The agent supports multiple languages serving Lacoste's global customer base across 23 markets and 50+ countries worldwide.

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