Crocs Puts One AI Agent in Charge of Sales and Service

A shopper looking for a birthday gift for a nephew opens a chat on Crocs.com , asks for ideas, checks whether a size will fit and wants to know how to return it if it doesn’t. Until this year, that meant bouncing between a product page, an FAQ and a support queue. Crocs now wants the whole exchange to happen in one conversation with Rivet, its new artificial intelligence (AI) agent.