United StatesRetail and e-commerce2022 – ongoingCamping World
Arvee customer-service virtual assistant
Camping World increased customer engagement by 40% after deploying Arvee, IBM reported
Problem
A surge in inquiries exposed staffing gaps and long response times. After-hours questions could be missed entirely.
Approach
Camping World worked with IBM to deploy Arvee across its web properties. The assistant integrated IBM's conversational AI with LivePerson and handed complex conversations to human agents. SMS support and customer-system integrations expanded its reach.
Results
Takeaway
Arvee collected inquiries outside staffed hours and passed customer information to agents. Human agents continued handling complex conversations.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
IBM described Arvee's deployment and handoffs to live agents. It reported 40% higher customer engagement, 33% higher agent efficiency and wait times of 33 seconds.
Full details are in the original sources.