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Genesys Cloud Enables Aterian to Deepen Customer Loyalty Across Global Marketplaces and Reduce Costs by 65%

via Business Wire

Through AI-Powered Experience Orchestration, the company behind Squatty Potty reduced handle time by 25%; boosted agent satisfaction by 33%; and built an empathetic, scalable global service model

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, is enabling Aterian, the multibrand consumer products company behind Squatty Potty, Healing Solutions and more, to deliver empathetic care at scale and build loyalty moments into every customer engagement. With the Genesys Cloud™ platform, Aterian has transformed its customer experience (CX) across every channel, leading to a 65% decrease in cost of ownership and direct bottom-line impact.

As the rapidly growing company expanded its operations across major marketplaces, including Amazon, Walmart, eBay, Temu and Shopify, it faced a growing challenge to scale personalized, emotionally intelligent CX. With more than 70% of interactions previously handled through primarily asynchronous channels like email and buyer messages, the company needed a unified, intelligent system that could orchestrate the complexity of its customer journeys.

By implementing the Genesys Cloud platform, Aterian rebuilt its CX foundation, unifying its systems, embedding intelligent automation and empowering its agents. The digital transformation at Aterian marks a new chapter for the company, one that modernizes its CX strategy while maintaining empathy at its core to create more meaningful connections, strengthen loyalty and power the company’s next phase of growth.

“Our journey has always been about evolution. As a fast-growing organization, we needed to scale without losing the connection that defines our brand,” said Dan Yawitz, head of technology at Aterian. “Genesys gave us the flexibility to design a system that empowers our agents to work smarter, respond faster and make every interaction feel meaningful. As we expand into new categories like Squatty Potty Flushable Wipes and Healing Solutions Tallow Skincare, Genesys helps us turn each customer moment into an opportunity to build trust and loyalty.”

Aterian tapped into the flexibility of the Genesys Cloud platform to integrate its own AI alongside Genesys Cloud AI, building a system where intelligent automation and human understanding work seamlessly together. This human-plus-AI approach has made support faster and more consistent, cutting handle time by almost 25%. Today, nearly half of all interactions are automated, freeing agents to dedicate more time to complex issues and build stronger, more meaningful customer relationships.

“Aterian understands that today’s consumers want to feel heard and valued, regardless of whether they’re helped by a human or virtual agent,” said Olivier Jouve, chief product officer at Genesys. “With Genesys Cloud, Aterian can deliver empathy at scale, powered by AI, to improve efficiency and consistency across every interaction. Together, we’re showing how technology can amplify what matters most in customer experience — human connection.”

To bring that philosophy to life, instead of adding complexity with extra tools or dashboards, Aterian embedded AI-powered guidance and coaching directly into the Genesys interface. Agents receive contextual insights and next-best-action recommendations in real time, helping them resolve issues faster and with greater confidence. These tools resulted in a 33% increase in overall agent satisfaction, reflecting how AI can enhance performance, reduce friction and create a more fulfilling work environment.

With Genesys Cloud, Aterian has built an environment where empowered teams and positive customer experiences grow side by side, laying the foundation for effortless expansion into new product lines, consistent brand experiences, and a stress-free holiday season for both customers and agents.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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