How American Eagle Reduced Live Chat Volume by 20% and Improved Customer Satisfaction with AI Chatbot

By: GoBeyond Team

July 27, 2025

3 min read

Quick Overview

American Eagle deployed an AI chatbot providing real-time style recommendations, order tracking, and returns automation, reducing live chat volumes and enhancing customer satisfaction.

American Eagle Outfitters

Company Size

~40,000 employees

Revenue Range

$5B+ annual revenue

Primary Challenge

Reducing live chat load and improving customer service quality

Key Metrics

- 20% reduction in live chat volume
- Improved customer satisfaction scores

The Problem

High volume of live chat requests slowed response times and increased operational costs.

The Solution

Implemented AI chatbot for automated recommendations, order tracking, and returns processing.

Results

- Reduced live chat volume by 20%
- Improved customer satisfaction
- Streamlined customer service operations

Details

Industry

Retail & E-commerce

Departments

Customer Support & Service

Use Cases

Live Chat Support

Customer Feedback Analysis

More Case Studies

See All

How Zillow Uses AI and Machine Learning to Deliver Highly Accurate Real-Time Home Valuations

Real Estate

How MetroBank Group Increased Customer Satisfaction by 30% with AI-Powered Analytics

Finance & Banking

How a Retail Client Improved Customer Feedback Response Time and Satisfaction Using AI Analytics

Retail & E-commerce

How Ivy Tech Community College Uses AI Predictive Analytics to Identify At-Risk Students Early

Education & EdTech

How Gradescope by Turnitin Automates Grading and Speeds Feedback with AI and NLP

Education & EdTech

How BuildRight Construction Avoided $2M Cost Overrun Using AI-Driven Project Budgeting

Construction