Wayfair deployed fully autonomous AI agents that handle common customer inquiries 24 hours a day, 7 days a week without human involvement. For more complex issues, human agents remain available and are supported by an AI copilot tool that suggests responses and next steps.

As confirmed by CTO Fiona Tan on Wayfair's Q3 2025 earnings call, the company rolled out autonomous conversational AI agents for customer service using OpenAI APIs. The system uses intent-based routing to direct more complex calls to the appropriate human specialist. Human agents handling complex cases are equipped with an AI copilot that reads case history, proposes next steps, and drafts suggested responses. Wayfair also developed an internal tool called 'Wilma' for supplier support ticket triage, which reads incoming supplier requests, fills in missing context, and routes tickets to the appropriate internal team — handling up to 70% of ticket volume automatically in some workflows.