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 Clari Increased Pipeline Visibility and Win Rates with AI-Powered Revenue Forecasting

Technology & SaaS

How a Multinational QSR Chain Automated Audio-Video Production with AI to Save 18% on Media Budget

Marketing & Advertising

How Salesloft Uses AI for Deal Risk Analysis and Forecasting to Improve Close Rates

Professional Services & Consulting

How Tapestry Transformed Enterprise Knowledge Management Using Generative AI on AWS

Retail & E-commerce

How BrightIdeas Automated 40% of Tasks and Doubled Project Capacity with AI

Marketing & Advertising

How Allensworth Uses Everlaw’s AI Tools to Accelerate Legal Research and Evidence Discovery

Legal