Manhattan Active® Maven for Customer Service is revolutionising retail chatbot capabilities with fast, personalised, and highly capable assistance that delights customers and boosts productivity. It harnesses the power of genAI technology to elevate customer experience while simultaneously reducing operational costs.

Manhattan Active Maven offers a genAI-powered chatbot for consumers, and a collection of GenAI features aimed at enhancing the efficiency and service standards of customer service representatives. It is a smart customer service chatbot with native access to orders, payments, store locations, and product availability. Manhattan has leveraged advancements in large language models (LLMs) to reimagine the chatbot experience for pre- and post-purchase experiences. Manhattan Active Maven crafts personalised responses that are dynamic and contextual, akin to those delivered by human agents. It is also easy to implement. No rules, scripts or integrations are required. Retailers simply embed it on their website, and the solution goes to work.

Variety of questions

The big difference with a traditional chatbot is the wide variety of questions Manhattan Active Maven can answer. Brian Kinsella, Senior Vice President of Product Management at Manhattan says, “Customers can ask not only when their order will arrive, but also what colour the shirt they bought last year was. It is also possible to change an order. For example, those who have indicated that they want to collect the order from the shop and suddenly realise that they won’t be in the area can have that changed to home delivery via the chatbot.”
Manhattan Active Maven can do even more than that. Traditional chatbots for retail are impersonal, inflexible, and incapable of resolving complex issues, leading to customer dissatisfaction.

Manhattan Active Maven is different in how it converses with customers. It can empathise with customers, understanding both their questions and emotions to provide personalised answers with a human touch. This human-to-machine interaction creates a more engaging experience that meets customers’ expectations.

“Customers can ask not only when their order will arrive, but also what colour the shirt they bought last year was.”
Brian Kinsella, Senior Vice President of Product Management at Manhattan

Boosting productivity

Manhattan Active Maven also enhances customer service performance and productivity by allowing agents to focus on more complex issues. This benefit means agents can spend more time solving critical problems and less time dealing with common issues. Manhattan Active Maven automates and streamlines manual customer service tasks, such as conversation summarisation and post-interaction notes, reducing agents’ administrative burden and improving customer service efficiency. It does so by providing the following capabilities:

1. Contextual warm transfers: When a customer needs additional assistance that requires human judgment, Manhattan’s Maven automatically warm transfers the conversation to the best agent for further investigation. The human agent receives a conversation brief prepared by the chatbot, including relevant details. This contextual warm transfer means agents spend less time researching and reviewing the current case and more time providing solutions, enhancing efficiency and customer satisfaction.

2. Historical conversation summaries: It also improves agent productivity and performance by summarising historical customer conversations and cases. With quick access to all the customer’s prior interactions, the agent can spend less time sifting through and reviewing customer interaction history and address the customer’s issue faster, reducing customer interaction handling time.

3. Automated post-interaction notes: When a customer conversation concludes, Manhattan’s Maven generates and manages post-interaction notes. It automatically compiles all relevant conversation details, including resolution, into a concise summary. It saves agents from the time and effort of manual notes by automatically generating relevant, consistent interaction notes, freeing agents to spend more time assisting customers.

“GenAI is one of the most exciting technologies we’ve seen in years, and it promises to redefine customer service experiences”, says Ellie Crawford, Director of Product Management for Manhattan Associates. “Manhattan Active Maven represents an exciting application of this technology in supply chain and commerce, delivering new levels of personalisation, productivity, and cost-savings.”

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