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 DNAMIC Developed AI-Powered Wearable Devices for Cardiovascular Health Monitoring

Healthcare & Medical

How Docugami Automates Insurance Certificates of Insurance (COIs) and Loss Run Data Extraction for a Top-20 Insurance Company

Finance & Banking

How Independence Pet Group Used Superside’s AI Workflow to Deliver 14 Brand Illustrations in 11.5 Hours

Professional Services & Consulting

How Cintas Uses Vertex AI Search to Improve Internal Knowledge Access and Client Response

Technology & SaaS

How Ava Labs Used AI to Generate Over 3,300 Image Components for Twitter Spaces Backgrounds

Technology & SaaS

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

Finance & Banking