Genesys®, a global leader in AI-powered experience orchestration, has enabled Aterian — the multibrand consumer products powerhouse behind Squatty Potty, Healing Solutions, and more — to transform its customer experience (CX) operations. Leveraging the Genesys Cloud™ platform, Aterian has redefined how it manages interactions across marketplaces like Amazon, Walmart, eBay, Temu, and Shopify, achieving a 65% decrease in cost of ownership, greater efficiency, and more emotionally intelligent customer engagement.

Aterian’s CX Challenges Before Genesys

• Rapid expansion across major ecommerce marketplaces increased operational complexity.

• Over 70% of customer interactions were handled through asynchronous channels such as emails and buyer messages.

• The company needed a unified CX foundation to personalize customer journeys without sacrificing emotional connection.

• Fragmented tools made it difficult to scale, maintain consistency, or optimize agent performance.

How Genesys Cloud Transformed Aterian’s Customer Experience

1. Unified CX Infrastructure for Faster, More Personal Support

• Aterian rebuilt its entire customer experience foundation using the Genesys Cloud platform.

• Consolidated systems streamlined communication and simplified agent workflows.

• The company created a cohesive, omnichannel experience, enabling agents to handle inquiries seamlessly across channels.

2. Intelligent Automation to Scale Empathy and Efficiency

• Aterian integrated its own AI models with Genesys Cloud AI, creating a hybrid “human + AI” support environment.

• Nearly 50% of all customer interactions are now automated, freeing agents for complex or emotionally sensitive cases.

• Automation delivered consistent support quality while reducing handle time by almost 25%.

3. Empowered Agents Through AI-Driven Coaching and Real-Time Insights

• AI-powered guidance is embedded natively in the Genesys interface — no additional dashboards or external tools.

• Agents receive contextual insights and next-best-action recommendations during live interactions.

• This resulted in a 33% increase in agent satisfaction, showcasing how AI can reduce friction, enhance performance, and support agent confidence.

4. Delivering Empathy at Scale: A Strategic Advantage

• Genesys Cloud enabled Aterian to maintain its core brand philosophy — emotionally intelligent customer care — even as it scaled rapidly.

• The platform ensured customers feel heard and valued whether interacting with a human or a virtual agent.

• The company now turns each interaction into an opportunity to strengthen loyalty and trust.

5. Supporting Aterian’s Diversifying Product Portfolio

• The new CX foundation supports expansion into categories like:

  • Squatty Potty Flushable Wipes

  • Healing Solutions Tallow Skincare

• Genesys Cloud ensures consistent brand experiences across all new product lines.

• The platform prepares Aterian for smooth seasonal surges, especially during high-volume periods like the holidays.

Aterian’s partnership with Genesys marks a pivotal shift in how consumer brands approach customer experience at scale. By merging AI-powered orchestration with human empathy, the company has built a modern CX ecosystem that supports growth, consistency, and deeper customer connection. With intelligent automation, real-time agent coaching, and a unified platform, Aterian is positioned to deliver meaningful, emotionally resonant experiences across every touchpoint — today and as it expands into the future.

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