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 HappyFox Uses AI to Optimize Knowledge Bases and Enhance Self-Service

Technology & SaaS

How Darktrace Uses Machine Learning for Real-Time Autonomous Cyber Threat Detection and Response

Technology & SaaS

How TLG Marketing Uses AI-Driven Analytics to Enhance Customer Feedback Response and Satisfaction in Retail

Marketing & Advertising

How Capgemini Accelerated Sales Velocity with Aptivio’s Buyer Intent AI Platform

Professional Services & Consulting

How JIFFY.ai Automated 80% of Onboarding Tasks for a Global Professional Services Firm

Professional Services & Consulting

How Affectiva Uses AI-Driven Emotion Recognition to Enhance Mental Health Diagnostics and Therapy Personalization

Mental Health