Lacoste preps for intelligent customer messaging

A French fashion brand best known for its crocodile logo is rolling out an artificial intelligence (AI)-based solution for text and video chat.

Lacoste is deploying the Heyday hybrid customer messaging platform, which combines AI-based virtual support agent communications with human customer agent interactions, at scale. The company will be able to integrate Heyday with popular messaging apps such as Facebook Messenger, WhatsApp and Google Business Messages (inside Google Maps), combined with product feeds from Salesforce, Shopify, Magento, Lightspeed, and PrestaShop.

“The pandemic has been an accelerant of existing trends. E-commerce and remote work have seen decades of growth in days.”, said Steve Desjarlais, co-founder and CEO of Heyday. “In this new ‘at-home economy,’ retailers need new ways to bring their in-store experience online, via their customers’ preferred digital channels including messaging apps. Just like how Slack and Zoom brought the office chatter into people’s homes, Heyday is bringing the retail store experience into people’s living rooms, via text-based and video chat, effectively bridging the gap between online and offline channels in a COVID-influenced world.”

Heyday is a primary messaging partner of Google (Google’s Business Messages) and Shopify (Ping).