An AI-powered customer service solution for Amazon device customers

Amazon elected to outsource its Amazon Device Repair services for devices that are out of warranty. This includes managing spare parts, handling service management operations, and customer service.

Amazon collaborated with Genpact, leveraging its Cora ContactUs.ai CXM framework to create an end-to-end solution for out-of-warranty Amazon devices.

Genpact leveraged artificial intelligence (AI) and the Amazon Connect omnichannel contact center service to help Amazon outsource its device repair service using Genpact’s Amazon Device Repair solution.

The solution integrates AI-powered chatbots and enables logistics management and a repair partner network. On top of this, a post-guarantee-period repair rule establishes the creation of an online repair matchmaking platform for consumers in Europe.

The solution provides benefits such as:

• A new avenue for supporting customers and enabling them to continue to enjoy using Amazon devices
• End-to-end tracking of customer requests with a minimal amount of human interaction
• Proactive customer notification at each stage of the process
• Omnichannel customer interaction with virtual and live agents
• Genpact’s solution also embraces environmental, social, and governance (ESG) priorities, extending product life cycles and fulfilling ESG ambitions

Read the full blog written by Genpact and Amazon.