Petco借助Amazon Connect解锁了智能客服AI.pdf

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1、B I Z 2 1 3Petco unlocks agentic AI-poweredcustomer service with Amazon ConnectTravis GelbrichVice President,Customer CarePetcoConnie WatkinsSenior Manager,WW SpecialistAWS 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Todays speakersVice President,Customer CareSenior Manager,WW

2、 Specialist Amazon ConnectTravis Gelbrich Connie Watkins 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.How is generative AI changing retail experiences?AI shoppers arrive more engagedAgentic commerce projections71%1,200-1,300%$1 TrillionShoppers want Gen AI in the journey Source

3、s:Capgemini,Adobe,McKinsey 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Not all trends are worth chasingthese six are worth understandingSources:Adapted from trends and foresight work by McKinsey(Consumer Pulse,2023),Gartner(Strategic Planning Trends,2023),Bain(CX and Personali

4、zation Outlooks),and insights from MIT Sloan and the World Economic Forum.Synthesis reflects AWS field observations and 2024 CX Strategy engagements.Relevance and hypeConsumer awareness and adoptionThe New Front DoorCompetitive forcesBuried valueAgentic shift 2025,Amazon Web Services,Inc.or its affi

5、liates.All rights reserved.W H A T I T A L L C O M E S D O W N T OScaling meaningful,measurable experiencesEmployee experienceCustomer needsExperimentationInnovationBroader corporate purposeCustomer journey managementDelightful experiencesDATAAttractEngageRetainCustomer centricity/empathyAI-accelera

6、ted 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Getting started on your journey to agentic Design around outcomes Sources:HBROctober 24,2025 Appoint accountable mission ownersUnlock data silos and clarify the business logicDevelop the leaders and guardrails that intelligent sy