United StatesRetail and e-commerce2026 – ongoing

Chewy

Cai customer-service chat assistant

Chewy said its Cai beta resolved shy of one-third of common customer issue areas

WorkingCompany's own claim

Problem

Chewy wanted to handle routine customer issues through chat while preserving access to its care team.

Approach

The retailer introduced Cai to selected customers in its mobile apps. In September 2026, the assistant had operated for less than a month. Customers who needed or preferred human support could transfer to a care team member.

Results

shy of one-thirdof common issue areas resolved through Cai among beta users, according to Chewy's CEOCompany's own claim[1]

less than 15%of Chewy's traffic exposed to Cai at the time of the report, according to its CEOCompany's own claim[1]

Takeaway

The early result covered a limited beta population. It did not establish a resolution rate across all Chewy customer contacts.

Sources

Chewy’s beta AI assistant is already solving common customer issues, CEO says
CX Dive9 Sep 2026News article

Source summaries

[1]CX Dive9 Sep 2026

CX Dive reported CEO Sumit Singh's account of Cai's limited beta. He said it resolved shy of one-third of common issue areas among participating customers, with exposure below 15% of traffic.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026