From its beginning, customer experience has been a core principle at Wayfair. We continually seek ways to make every interaction a delightful experience even when something goes slightly amiss. As part of this commitment, Wayfair developed the Supplier Transfer Program (STP).
We have been experimenting with GenAI tools like Cursor, Windsurf and Copilot to increase productivity in the Software Development Life Cycle (SDLC). We have used GenAI for tasks ranging from analyzing DB queries, creating documentation for existing codebase, generating test cases and also generating end-to-end code.
When one of our customers has an issue with a product they purchased, they have the option to chat with a customer service agent. Our agents are expected to arrive at a resolution to the customer's issue that balances the customer’s needs with Wayfair’s business needs, all while maintaining a friendly and empathetic attitude. Navigating an interaction with a customer while adeptly applying one of hundreds of Wayfair policies is challenging!
