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 Financial Institutions Improved Risk Assessment Efficiency by 45% Using Eigen Technologies

Finance & Banking

How HireVire Transformed Recruitment with AI-Powered Video Screening and Automation

Recruitment

How Cosabella Increased ROAS by 50% and Reduced Ad Spend by 12% with Albert AI

Retail & E-commerce

How Document360 Uses AI to Automate Knowledge Base Creation and Improve Support Documentation

Technology & SaaS

How Leading Brands Use Automaise and Ada AI Platforms to Automate Ticket Categorization and Boost Customer Satisfaction

Technology & SaaS

How a Multinational E-commerce Platform Doubled Developer Productivity with GitHub Copilot

Retail & E-commerce