Kogan's AI helpdesk: start small, then scale

Business

Kogan's AI helpdesk: start small, then scale

Online retailer Kogan now has an AI agent handling customer service, built on Salesforce's Agentforce. Speaking at Salesforce's Dreamforce conference, CTO Goran Stefkovski said Kogan's old rules-based bot resolved only about 6% of enquiries. The rebuilt agent went live in about six weeks and now covers 10 jobs, from order tracking (around 60% of inbound requests) to product recommendations. It can even spot the same damaged-product photo being reused across claims.

Why it matters: If one question dominates your inbox, that's your first AI project. Connect it to your order system, start before it's perfect, then expand.

Source: iTnews

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