{"id":115418,"date":"2025-03-19T14:43:27","date_gmt":"2025-03-19T13:43:27","guid":{"rendered":"https:\/\/www.retaildetail.be\/?p=115418"},"modified":"2025-03-24T09:20:49","modified_gmt":"2025-03-24T08:20:49","slug":"alle-retailers-gaan-straks-met-ai-agents-aan-de-slag","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/nl\/news\/food\/alle-retailers-gaan-straks-met-ai-agents-aan-de-slag\/","title":{"rendered":"\u201cAlle retailers gaan straks met AI Agents aan de slag\u201d"},"content":{"rendered":"\n

XXL Nutrition<\/strong>, een specialist in hoogwaardige voedingssupplementen voor professionele en recreatieve sporters, automatiseert zijn klantenservice met AI-tools van CM.com<\/strong>. Na de slimme chatbots breekt het tijdperk van de ‘AI Agents’ aan.<\/p>\n\n\n\n

Klantenservice verbeteren met AI<\/h2>\n\n\n\n

Meer mensen zijn sinds de lockdowns beginnen sporten, waardoor de vraag naar aangepaste voeding sterk is gestegen. Daardoor is XXL Nutrition de laatste jaren hard gegroeid: de grootste aanbieder van sportvoeding en supplementen in de Benelux verkoopt zowel via retailpartners als rechtstreeks aan de consument en is nu ook actief in Duitsland. Het groeipotentieel is groot, maar om die groei aan te kunnen, had het bedrijf nood aan nieuwe, meer performante tools op het vlak van klantenservice.<\/p>\n\n\n\n

Daarom ging XXL Nutrition aan de slag met Mobile Service Cloud, de klantenserviceoplossing van CM.com, marktleider in de Benelux op het vlak van AI driven conversational software<\/em>, vertelt marketingverantwoordelijke Jurgen Verheijen van CM.com. \u201cDie oplossing hebben we voor hen verder uitgebreid door er AI-mogelijkheden aan toe te voegen.\u201d<\/p>\n\n\n\n

Virtuele medewerker<\/h2>\n\n\n\n

Een interne AI-assistent vergemakkelijkt het werk voor de medewerkers: wanneer een vraag van een klant binnenkomt, geeft de AI-assistent een samenvatting van het gesprek en stelt al enkele antwoorden of adviezen voor. Klantenservicemedewerkers worden zo echte sportvoedingsadviseurs.<\/p>\n\n\n\n

\u201cDaarnaast hebben we ook AI ingezet om een chatbot op te zetten: de virtuele medewerker RenAI, genoemd naar oprichter Ren\u00e9 van der Zel.\u201d Die chatbot kan antwoorden op vragen over producten, de status van bestellingen en leveringen, of retourneren bijvoorbeeld. Zo\u2019n chatbot vergt uiteraard de nodige input en uitvoerige tests voor hij live kan gaan. \u201cDe meeste antwoorden waren echt goed, maar er was toch extra input nodig af en toe.\u201d De lessen die XXL Nutrition daaruit leerden, zal het bedrijf delen op het Omnichannel & E-Commerce Congress van RetailDetail, op 27 maart.<\/p>\n\n\n\n

\u201cVan generatieve AI naar agentic<\/em> AI\u201d<\/h2>\n\n\n\n

\u201cWe gaan nu een stap verder: recent hebben we met CM.com een AI agent gelanceerd, HALO. We gaan daarmee van generatieve AI naar agentic AI\u201d, vertelt Verheijen. \u201cDat is artifici\u00eble intelligentie van de volgende generatie. Generatieve AI genereert output op basis van de input die je hebt ingevoerd, zoals ChatGPT dat doet. Daar komen best goede antwoorden uit, maar agentic AI gaat nog een stap verder: zo\u2019n agent kan ook taken uitvoeren, bijvoorbeeld bepaalde tools aanspreken.\u201d<\/p>\n\n\n\n

Je zegt de chatbot in welke documenten hij het retourbeleid kan terugvinden, in welke tool hij de orders kan nakijken. Daar kan die agent dan autonoom informatie uit halen. \u201cAls een klant vraagt naar de status van zijn order dan kan die agent bijvoorbeeld op basis van het e-mailadres het order terugvinden. Wil de klant het order annuleren, dan kan de AI-agent dat uitvoeren.\u201d<\/p>\n\n\n\n

Aan de slag<\/h2>\n\n\n\n

\u201cDit is de volgende automatiseringsslag. Veel Amerikaanse bedrijven zijn al bezig met agentic AI. In Europa is CM.com een voorloper. Er zijn nu de eerste kleine cases. XXL wordt er daar \u00e9\u00e9n van. Elke rol binnen een organisatie gaat straks een AI-agent gebruiken om veel repetitieve of minder leuke taken te automatiseren\u201d, weet Verheijen.<\/p>\n\n\n\n

Leren hoe retailers aan de slag kunnen met generatieve \u00e9n agentic AI? Op het Omnichannel & E-Commerce Congress van RetailDetail, op 27 maart in Antwerpen, delen Bram van de Loo van XXL Nutrition en Max Goudsmet van CM.com hun ervaringen. Ook sprekers van Bol, Decathlon, Kruidvat, Tom & Co, Torfs en Wero betreden die dag het podium. Klik op de knop hieronder voor meer info en tickets.<\/p>\n\n\n\n

\n
Ik kom naar het Omnichannel & E-Commerce Congress op 27 maart<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

XXL Nutrition, een specialist in hoogwaardige voedingssupplementen voor professionele en recreatieve sporters, automatiseert zijn klantenservice met AI-tools van CM.com. 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