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.

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