Wayfair's Shantanu Das on Three Key AI Value-Creation Modes
Shantanu Das, General Manager & Global Head of Customer Service, Primary Sales, and Scam Prevention at Wayfair, manages one of the largest customer service operations in e-commerce — a 3,000-person global team at Wayfair — and his approach to AI implementation challenges conventional wisdom about automation versus human agents. His methodology starts with three distinct value creation modes: personal productivity improvement, real-time insight generation, and complete workflow reimagination.
The breakthrough insight, he tells Ashish, came when he challenged his team to design systems as if no…
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