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 MYBank Uses AI to Deliver Real-Time Loan Approvals with High Accuracy

Finance & Banking

How Snowdrop Uses Google Cloud AI and Geospatial Data to Improve Financial Transaction Data Accuracy and Matching

Finance & Banking

How Duolingo Personalizes Language Learning with AI and Smart Bots to Boost Engagement

Education & EdTech

How Rolls-Royce Uses Predictive Analytics to Monitor Aircraft Engines and Improve Reliability

Manufacturing

How Oxford VR Combines AI and Virtual Reality to Improve PTSD Treatment

Mental Health

How Procter & Gamble Uses Machine Learning to Forecast Demand and Optimize Inventory Management

Retail & E-commerce