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 Tettra’s AI Knowledge Base Enables Instant Answers and Efficient Knowledge Management

Technology & SaaS

How Synthego Used AI to Produce an Animated Explainer Video in Five Days for World CRISPR Day

Healthcare & Medical

How Fuelfinance Automates Real-Time Forecasting and Financial Reporting for Startups and SMBs

Technology & SaaS

How Betterment Uses AI to Improve Investor Decision-Making and Reduce Bias

Finance & Banking

How FreeWill Scaled Partner Success and Improved Retention with ChurnZero AI

Technology & SaaS

How Amazon Uses AI to Power Personalized Email Campaigns That Boost Conversion and Retention

Retail & E-commerce