How True Classic tailored AI for customer experience with Jordan Gesky

In this episode, we explore how True Classic, a men's apparel
brand, is leveraging AI to transform its customer support with
Jordan Gesky, Senior Customer Experience Manager.


We look at True Classic’s journey from rule-based automation to
generative AI across multiple channels. Jordan talks about how
their AI assistant, Crue, now handles customer service inquiries
through chat, email and phone channels and how that’s reduced
costs and time to resolve.


We get into the practicalities of AI in customer service,
including continuous auditing, clear guidelines and giving AI a
brand voice. Jordan explains how True Classic trains their AI
using agent conversations and FAQs and how they integrate it with
their Shopify account, returns portal and product catalogue to
create a self-service solution.


We also talk about the challenges of AI implementation, from
hallucinations to customer data security and how True Classic
approaches AI governance through transcript reviews and CSAT
monitoring.


Shownotes:


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