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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
AI case study for American Eagle – 20% fewer live chats with AI chatbot

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
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
Tags
NLP
Recommendation Engine
Client Satisfaction
Time-Saving
AI Tools Used
No items found.
Sources
https://www.cloudtalk.io/blog/seamless-ai-customer-service/

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