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 Coursebox Provides 24/7 AI Tutoring for Personalized Employee Upskilling

Technology & SaaS

How Docugami’s AI Platform Cuts Lease Analysis Time and Automates Compliance for Real Estate, Insurance, and Healthcare Clients

Real Estate

How BACA Systems Doubled Sales Productivity and Achieved 99.9% Shipping Accuracy with Salesforce Einstein 1 Platform

Manufacturing

How The Bridge Used Google AI to Optimize Lead Scoring and Advertising ROI

Education & EdTech

How Eric.ai Improves Meeting Productivity with AI-Powered Note-Taking and Summarization

Professional Services & Consulting

How Ford Uses Machine Learning to Optimize Campaign Targeting and Double Conversions

Manufacturing