Crocs Deploys AI Assistant Named Rivet for Customer Service and Sales Processes
Footwear brand Crocs has integrated an AI agent named Rivet, developed on the Salesforce platform, to replace its old chatbot.
Crocs has completely revamped its old chatbot, adopting an AI agent named Rivet capable of managing various processes from product search to checkout within a single interface.
Transition from Old System to New AI Assistant
In order to transform its customer service operations, Crocs has decommissioned its traditional chatbot and launched a new AI agent named Rivet.
Core Tasks and Capabilities Handed to Rivet
Developed using the Salesforce Agentforce platform with consultancy from Rosetree Solutions, Rivet handles five core functions in a single flow: product discovery, frequently asked questions, order tracking, returns, and conversational payments.
Efficiency and Integration in Customer Service
Previously, the Crocs support team received 178,000 requests monthly, with the old bot routing 80% of conversations to human agents. The new system integrates with the IBM Sterling order management system to provide real-time status information.
Consumer Trends and the Trust Dimension
While retailers are heavily investing in AI shopping assistants, consumers' cautious approach toward granting payment authorization is notable; according to research, only 24% of Americans trust an agent to shop and make payments on their behalf.