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 Unilever Uses AI-Powered Video Interview Platform to Streamline Recruitment and Increase Diversity

Manufacturing

How Hyperspace’s AI Learning Platform Transforms Enterprise Training with Adaptive Assessments and AI Avatars

Technology & SaaS

How Wrike Achieved 496% Pipeline Growth and 15× ROI with Drift’s AI Chatbot

Technology & SaaS

How Holcim EMEA Digital Center Used GitHub Copilot to Accelerate Large-Scale Salesforce Code Refactoring and Improve Performance

Technology & SaaS

How Brainly Leveraged Google Cloud Vision AI to Boost Student Engagement and Accessibility Globally

Education & EdTech

How Nordic Insurance Company Partnered with EY to Automate Claims Management Using AI

Finance & Banking