Story
Cartesia
TJXTJX Standardizes Spoken Interfaces on Cartesia
TJX, a consumer discretionary organization in the United States, uses Ink from Cartesia to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Risk and compliance | Ink is the governed place product and contact center teams use for customer and product conversations |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
Consumer Discretionary work at TJX spans more than one site, even when headquarters sits in the United States. Spoken interfaces was splitting across regional habits. Product and contact center teams asked for a shared way to run customer and product conversations without freezing local judgment.
Cartesia (Ink) is what they standardized on. Cartesia develops real-time voice AI, including Sonic text-to-speech and Ink speech-to-text, for conversational products and agents. TJX uses it as the system of record for spoken interfaces, with product and contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
