CONVERTEO – FROM CHATBOT TO AI AGENT, LACOSTE’S EXPERIENCE IN TRANSFORMING CUSTOMER CARE
Intervenants
-
Guillaume ZizaManager – Consumer Centric Transformation, Converteo -
Charles LetaillieurHead of AI, Converteo
Webinar Abstract
Webinar Topic:
From Chatbot to AI Agent: Lacoste’s Experience in Transforming Customer Care
From Chatbot to AI Agent: Lacoste’s Experience in Transforming Customer Care
Context:
This Positive AI webinar features Converteo’s perspective on Lacoste’s transformation journey from a traditional chatbot to AI-powered customer care agents. Drawing on a concrete use case, the session explores how generative AI can reshape customer interactions, improve advisor productivity, and support the evolution of customer care operating models.
This Positive AI webinar features Converteo’s perspective on Lacoste’s transformation journey from a traditional chatbot to AI-powered customer care agents. Drawing on a concrete use case, the session explores how generative AI can reshape customer interactions, improve advisor productivity, and support the evolution of customer care operating models.
The discussion will highlight how Lacoste moved beyond deterministic chatbot logic to design more advanced conversational experiences, while preserving brand tone of voice, ensuring smooth human escalation, and integrating AI into existing tools such as Salesforce.
Topics Covered:
- How Lacoste transitioned from a traditional chatbot to AI-powered customer care agents.
- The impact of generative AI on customer experience, conversational quality, and brand consistency.
- How AI can support care advisors by reducing repetitive tasks and simplifying workflows.
- The role of human escalation, Salesforce integration, and operational design in deploying AI at scale.
- The key challenges of agentic AI deployment, including probabilistic behavior, UX testing, change management, and user adoption.
- Lessons learned from a pragmatic MVP-to-roadmap approach to AI transformation.
Target Audience:
This webinar is intended for companies, customer care leaders, digital teams, AI practitioners, and professionals interested in the practical deployment of generative AI and AI agents in customer service. It is particularly relevant for organizations looking to move beyond traditional chatbot models and understand how to design, test, and scale AI-powered customer care solutions while balancing technology, process redesign, employee adoption, and brand consistency.
This webinar is intended for companies, customer care leaders, digital teams, AI practitioners, and professionals interested in the practical deployment of generative AI and AI agents in customer service. It is particularly relevant for organizations looking to move beyond traditional chatbot models and understand how to design, test, and scale AI-powered customer care solutions while balancing technology, process redesign, employee adoption, and brand consistency.
Webinar Replay
Webinar Summary