Aterian is using the Genesys Cloud™ platform to transform experiences by removing complexity and streamlining processes. Customers now receive more empathic responses to inquiries about any one of thousands of products, and agents can resolve those inquiries faster — with Agent Copilot recommending solutions and handling post-call work, reducing email handle time by an average of 7%.
30% increase
in service level agreement achievement
7% improvement
in average email handle time across all brands
65% reduction
in total cost of ownership
Aterian is a consumer products company that builds and acquires leading eCommerce brands including Squatty Potty, Healing Solutions and others, through major eCommerce marketplaces. More than 70% of customer inquiries arrive through email or marketplace messages. These asynchronous interactions can be complex, emotionally layered and difficult to resolve in a consistent fashion using manual processes.
The company’s support operations were also complex, with different service platforms for each different channel. Agents routinely had to switch between applications to resolve a single inquiry, resulting in wasted time and duplicated effort. These disjointed service processes also made it difficult to accurately measure agent productivity and create reliable schedules.
“Our systems weren’t equipped to support that complexity,” said Lorena Lovric, Director of Customer Service at Aterian. “We had no unified reporting, no centralized knowledgebase and no ability to reliably scale support.”
Additionally, there was no access to service via voice channel, leading to frustration among those customers looking for more flexibility when reaching out for service.
Aterian recognized the need to consolidate platforms, expand its channel mix and improve agent engagement. So, the company explored options to completely reinvent its service experience on an AI-powered customer experience (CX) platform.
“Our strategy is to build a future-proof, people-first CX framework,” said Lovric. “One that uses AI to empower human decision-making, not replace it. We fervently believe that happy agents equal happy customers.”
The ideal CX platform would enable deeper visibility and reporting; equip agents with AI tools that enhance troubleshooting, empathy and productivity; and allow Aterian to launch voice support sustainably. Aterian determined that the Genesys Cloud platform best met its needs.
“Genesys didn’t just give us a tool; it gave us a canvas. Its flexibility let us build a tailored, intelligent support engine for the complexity of eCommerce,” said Lovric. “It’s empowering to use a platform that truly supports organizations of all sizes to deliver world-class, empathetic experiences.”
The company’s expert use of the Genesys Cloud CX® solution has earned Aterian a 2025 Genesys Orchestrators Innovation Award in the Level Up, Partner Implementation category.
“Genesys didn’t just give us a tool; it gave us a canvas. Its flexibility let us build a tailored, intelligent support engine for the complexity of eCommerce.”
Lorena Lovric
Director of Customer Service, Aterian
The service reinvention at Aterian tackled several difficult goals all at once. The company wanted to use AI to empower agents while resolving more interactions through automation like chatbots, as well as add a voice channel without increasing staff size.
“Our challenge was not just to handle more interactions, but to do so in a way that maintains quality, human warmth and policy compliance at every touchpoint,” said Lovric. “At the heart of our CX strategy is the belief that empathy is scalable, but only if it is engineered deliberately into systems and workflows.”
Standardizing on the Genesys Cloud platform and retiring channel-specific support solutions was the first step in the journey. Doing so would provide a comprehensive foundation for serving customer needs across all digital touchpoints, and a new voice channel. Aterian implemented Genesys Cloud with the assistance of its partner AmpliX.
Tight integration via open APIs between Genesys Cloud and the internal data ecosystem at Aterian now provides agents with real-time access to information on thousands of products, as well as comprehensive order history, fulfillment status and product warranties.
Aterian integrated its own internal large language model (LLM) AI capabilities with Genesys Cloud. The AI model parses product manuals into both customer-facing FAQs and agent-facing support materials. The LLM also processes complete email threads along with contextual customer history to determine the true scope and intent of a message. Genesys Cloud™ Agent Copilot then presents agents with a suggested response to virtually any inquiry. When complex solutions or a warranty claim are involved, answers obtained through Genesys scripts provide additional interaction support.
Responses are all categorized with detailed information on whether agents accept, adjust or reject the proposed response. These insights are then presented to Aterian leaders through internal business intelligence dashboards integrated with Genesys Cloud, helping the organization further refine the LLM’s automated recommendations.
“This isn’t a light integration or script overlay. It’s a fully functioning app that appears in the agent’s Genesys side panel, providing real-time intelligence and automation directly within their workspace,” said Lovric. “The app leverages Genesys Cloud’s open architecture and APIs to orchestrate every layer of the customer interaction, enabling us to deliver deeply personalized, emotionally aware experiences at scale.”
To free agents from rote work, Agent Copilot automatically generates thorough summary notes and wrap-up details. It also provides a resolution statement that includes an assessment of the emotional context of the exchange, records all product mentions and flags any actions needed.
“We built what we needed within Genesys,” said Lovric. “The Genesys documentation and community forums played a crucial supporting role in enabling our teams to implement advanced features like embedding-based search, custom sentiment tagging and workflow-triggered AI generation endpoints.”
“We proved that small teams can build big solutions. Genesys’ open platform is making it possible for a lean business like ours to innovate like an enterprise.”
Lorena Lovric
Director of Customer Service, Aterian
By leveling up its CX technology, Aterian is meeting its goals for customer experience, agent empowerment, AI-powered automation, channel mix and cost savings.
Agents complete about 40–45% of interactions with minimal modification to the AI-generated suggested replies and wrap-up workflows. So, they spend less time drafting responses and more time on high-impact, complex cases. This has improved both productivity and service quality, resolving more interactions in a consistent and emotionally appropriate manner.
The company also has seen a 7% improvement in email average handle time across all brands — allowing agents to resolve more interactions per shift.
“We turned asynchronous buyer messages and emails, often viewed as the most difficult to automate, into orchestrated, empathetic interactions that reflect the full context of each customer’s journey,” said Lovric.
Supported by the Agent Copilot and knowledgebase tools, Aterian successfully launched its voice support channel without adding headcount. When Aterian does need to hire to fill vacancies, the AI-generated knowledgebase substantially reduces training time.
Employee experience ratings are on the rise, with a 33% increase in overall agent satisfaction, which was also a key goal of the service transformation. Plus, the average agent occupancy rate increased to 85%.
The transformation to emotionally intelligent experience generation has shifted Aterian from reactive to proactive, helping agents execute with speed and consistency — not just with the next-best action but also with tone and understanding to match. Real-time prioritization and workflow automation have helped Aterian increase its SLAs by 30% during seasonal peaks, outperforming prior years. Plus, a leaner CX tech spend led to a 65% reduction in total cost of ownership.
“This journey was about crafting a support experience that feels human, even when it’s powered by AI,” concluded Lovric. “We’ve proved that small teams can build big solutions. Genesys makes it possible for a lean business like ours to innovate like an enterprise.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
