Grape expectations: How genAI reshaped a wine company’s customer service team
New York-based Wine Enthusiast offers online customers what it calls everything they need to live the wine lifestyle — from the vino itself to corkscrews, glasses, wine cellars, furniture, and even two magazines on the topic. The company also receives 100,000 customer service inquiries annually.
During the COVID-19 pandemic, the 45-year old online retailer's presense boomed. Consumers were staying home, nesting, building out their perfect office space, and drinking more.