A leading US boating supply retailer with over 200 stores and a successful e-commerce presence sought to improve customer experience (CX) and operational efficiency. They partnered with [24]7.ai to deploy omnichannel CX solutions, including conversational AI, chatbots, and a unified agent desktop. These tools automated self-service for key customer intents, such as order status and returns.

Within the first month, they achieved a 48% containment rate, reducing agent workload, enhancing productivity, and improving customer satisfaction, while also significantly shifting customer interactions from voice to digital channels.

[24]7 Engagement Cloud’s “build once, deploy across channels” approach streamlined the development process, enabling the use of same conversation flows and models across voice, web, and asynchronous channels. This significantly reduced development time and effort and resulted in seamless customer experiences regardless of their preferred touchpoint.