Levi’s reduces fraud, increases personalization post-purchase with AI

Levi Strauss & Co. is leveraging artificial intelligence to enhance its performance after an e-commerce transaction takes place.

The denim giant is deploying the Narvar Intelligent Retail Insights Service (IRIS) and Assist solutions to address two key areas of the post-purchase experience for online shoppers. 

IRIS is a layer of machine learning, data intelligence and analytics technologies supported by data from more than 42 billion annual consumer interactions across the Narvar customer base. It leverages predictive intelligence to deliver hyper-personalized post-purchase experiences.

The IRIS-based Narvar Assist solution offers delivery claims fraud prevention software designed to reduce fraud and automate claims management. It can also identify and mitigate high-risk behaviors while adapting to emerging patterns.

Levi’s also leverages Assist to identify bad actors and personalize post-purchase outcomes based on policies, enabling the company to redeuce appeasement payous and reduce service inquiries. 

In addition, Levi’s is able to provide customers with a self-service portal, which enables it to free up customer support personnel to focus on high-priority tasks.

“Narvar has been a trusted partner for nearly a decade and plays a key role in our overall mission—to put the consumer at the center of everything we do and ensure our fans have an exceptional experience throughout the entire omnichannel shopping journey," said Priya Buening, VP of e-commerce at Levi’s. 

"Narvar’s IRIS and Assist solutions allow us to tap into new levels of personalization and efficiencies in the post-purchase experience," Buening said. “Moreover, the solution enables us to provide an exceptional customer experience while strategically optimizing our policies, streamlining and automating our operations, and reducing fraudulent abuse on both the outbound and returns shipping experience.”