DJ & Oscar
One agent design, two brands. DJ serves Herman Miller Retail Customer Care; Oscar serves Design Within Reach — the same grounded, brand-voice copilot, skinned per brand.
DJ
Herman Miller RetailBusiness owner · Stephanie Zwagerman
The Customer Care copilot for Herman Miller Retail reps — SOPs, policies, and product specs, with email drafting in Herman Miller brand voice.
Oscar
Design Within ReachBusiness owner · Molly Foulds
The Customer Care copilot for Design Within Reach reps — the same capabilities, with email drafting in DWR brand voice.
The same copilot, twice
DJ and Oscar are Customer Care copilots for reps: instant, cited access to SOPs, policies, and product specs, plus email drafting in the right brand voice. They’re built on the same pipeline TracE established — grounded, cite-or-abstain, source-linked — which is exactly why two brand deployments could ship without rebuilding the agent twice.
SOPs & policies
Instant, cited answers from the brand’s standard operating procedures and policy knowledge — no digging through documents mid-call.
Product specs
Surfaces product specifications and details so a rep can answer confidently without leaving the conversation.
Brand-voice email drafting
Drafts customer-facing emails in the correct brand voice — the one capability that genuinely differs between the two.
Grounded & cited
Every answer is grounded in vetted knowledge and links its source — the same cite-or-abstain doctrine the whole portfolio runs on.
Where DJ and Oscar diverge
Not much — which is the point. Same architecture, different brand skin.
Built with the business, not for it.
Customer Care agents for MillerKnoll’s retail brands — DJ for Herman Miller Retail, Oscar for Design Within Reach.
Two brands, one build discipline
The agent design is shared: the same retrieval pattern, the same cite-or-abstain grounding, the same response contract TracE proved out. What changes per brand is the knowledge base and the voice. That’s the reusable-components philosophy in its clearest form — build the pattern once, deploy it per brand, and let the business own the content behind each one. The next arm is already in build: Robbie brings the same pattern to Retail Operations, grounded in Retail Ops knowledge with Charlotte Feedor as business owner.