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 DoNotPay Automated Legal Services to Appeal Over $4 Million in Fines

Legal

How ABB Ltd. Increased Production Efficiency and Reduced Energy Costs with AI-Enhanced Robotics

Manufacturing

How Intesa Sanpaolo Built Its Democratic Data Lab with Google Cloud to Enhance Risk Management and Democratize Data Access

Finance & Banking

How Microsoft Integrated AI into Project Management Tools to Enhance Collaboration and Delivery

Technology & SaaS

How Buzet Increased Organic Traffic by 25% Using Scalenut’s AI-Powered SEO and Content Marketing Platform

Hospitality & Tourism

How Zenconnect Improved Sales Productivity and Risk Management with Salesforce Einstein AI

Professional Services & Consulting