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 Bank of America Uses AI and the Metaverse in “The Academy” to Revolutionize Employee Training and Customer Service Skills

Finance & Banking

How GetGenerative.ai Optimizes Task Assignment and Scheduling with AI-Driven Project Management

Technology & SaaS

How Shell Oil Company Uses AI for Predictive Maintenance Scheduling to Reduce Downtime

Manufacturing

How Domino's and Microsoft Use Generative AI to Transform Pizza Ordering and Store Operations

Retail & E-commerce

How BlissWear Uses an AI Social Media Agent to Automate Customer Engagement and Save Time

Retail & E-commerce

How Forge Global and Provectus Use Generative AI to Streamline Corporate Document Management

Finance & Banking