Manhattan Associates unveils GenAI chatbot for customer service

Manhattan Associates has introduced a Generative Artificial Intelligence (GenAI) solution to transform the customer service landscape. The new offering, named Manhattan Active Maven, was revealed today and is set to enhance consumer experiences while simultaneously reducing operational costs for businesses.

Manhattan Active Maven includes a GenAI-powered chatbot for customer interactions and a suite of features designed to boost the efficiency and service levels of customer support teams. This innovation is natively integrated into Manhattan Associates' leading omnichannel commerce platform.

The company emphasised that Manhattan Active Maven is the first chatbot of its kind with native access to crucial business information such as order details, payments, store locations, and product availability. This capability promises to deliver more accurate and efficient customer service responses.

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

In addition to the enhanced chatbot services, Manhattan Associates has also introduced Manhattan Assist. This GenAI-powered assistant offers contextual responses to queries related to product functionality and API structures. It also provides summaries of configurations for Manhattan Active applications. This feature is included with all Manhattan Active Solution subscriptions, ensuring platform-level support across various roles and functions.

The company has leveraged advancements in large language models (LLMs) to reimagine the chatbot experience, aiming to deliver personalised and dynamic responses similar to those provided by human agents. Significantly, the implementation process is straightforward, as retailers can embed the solution on their websites without needing additional rules, scripts, or integrations.

Manhattan Associates believes that these innovations will substantially improve consumer satisfaction and streamline customer service operations, thus driving both top-line growth and bottom-line profitability for their clients.