Story
OpenAI
JM SmuckerJM Smucker Extends Assistants API Across Voice Experiences
JM Smucker, a consumer staples organization in the United States, uses Assistants API from OpenAI to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Assistants API is the governed place product and contact center teams use for customer and product conversations |
Story
Inside JM Smucker, customer and product conversations used to depend on whoever still had the latest file. That pattern is common in consumer staples groups working out of the United States. Product and contact center teams needed a system that would still make sense after the original project team moved on.
JM Smucker uses Assistants API from OpenAI as the working layer for spoken interfaces. OpenAI develops foundation models and ChatGPT Enterprise, used by companies to build assistants, analyze documents, and speed knowledge work. The practical change is simple: customer and product conversations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What JM Smucker gets from OpenAI is a durable place to run customer and product conversations and a way for product and contact center teams to see the same spoken interfaces at the same time.
