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As the busy holiday season ramps up, jewelry company Blue Nile is giving its customer service extra sparkle, thanks to new conversational AI features from software company Freshworks.

Blue Nile uses Freshworks products, including Freshdesk and Freshchat, to resolve approximately 90% of its customer queries during the first touchpoint. This is especially critical during the busy holiday season, according to Michael Hopkins, senior vice president of sales and service at Blue Nile.

“Our 200 online agents are now better supported as they engage with customers across telephone, email and chat channels,’’ Hopkins told VentureBeat in an email interview. “We have also added Freshsales to offer more personalized experiences across the entire customer lifecycle.”  

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