Automated Customer Service: Nike just stole my heart!??!

I can’t believe that I’m writing this.  But I have to give credit where credit is due.  I just called to check on an order that I placed with Nike.com a while ago that hasn’t yet been delivered.  My first reaction to the automated voice response was a negative one.  I hate those things.  Normally, I try to press zero to quickly get to a human being.  However, this one caught me off guard.

Her voice was pleasant.  She sounded young and beautiful and hip.  She spoke in a cadence and used phrases that sounded distinctly human.  On top of that, she quickly got me the information that I needed and resolved my issue.

I don’t know what her name is, but I think I love her.

Nike is on to something.  They have obviously invested a ton of money into this system.  For they are doing customer service with robots but the experience delivered is quite human.  Good job, Nike!

Is this an industry trend or is this a Nike differentiator?  I’ll have to do some research on that one.  Feedback welcomed…

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