Gucci integrated Salesforce Einstein AI into its global client service network, Gucci 9, to generate suggested conversation replies for human advisors to use, edit, or discard when communicating with customers.

Using Salesforce Einstein for Service (a generative AI tool), Gucci's system takes customer interaction context and internal brand data as input and produces short, brand-voice-aligned reply drafts — described internally as 'Guccified' responses. Approximately 600 client advisors across seven global hubs can accept, edit, or ignore these AI-drafted replies when handling inquiries via phone, WhatsApp, SMS, WeChat, and in-store. Gucci was Salesforce's first pilot customer for Einstein GPT, with a reported 30% improvement in case-handling efficiency during the pilot phase before broader rollout.