Case Study

How AI Agents Are Transforming Customer Service Across Industries

AI agents are redefining the customer service landscape, delivering faster responses, quicker resolutions, and improved customer satisfaction. Across industries—from transportation to retail to finance—businesses are achieving remarkable results by integrating AI into their support operations. Here are some standout examples:

After implementing AI there was no turning back.

87%

Lyft: 87% Reduction in Resolution Time

Lyft partnered with Anthropic to integrate the Claude AI model via Amazon’s Bedrock platform. Through this collaboration, Lyft achieved an 87% decrease in average customer service resolution time, allowing AI agents to handle thousands of customer requests daily.
While AI efficiently resolves routine inquiries, more complex issues like safety concerns and fraud investigations are seamlessly escalated to human agents.


Source: Reuters

70%

H&M: 70% Faster Customer Responses

Fashion retailer H&M revolutionized its customer service by implementing a generative AI chatbot on its website, reducing response times by 70% compared to traditional human support.
Additionally, H&M enhanced the shopping experience by introducing a voice search feature in its mobile app, making it even easier for customers to find products quickly and conveniently.

 

Source: ada.cx

11-2

Klarna: From 11 Minutes to 2 Minutes Per Query

Global fintech leader Klarna collaborated with OpenAI to develop an AI assistant now managing two-thirds of all customer service chats.
Results included reducing the average resolution time from 11 minutes to under 2 minutes—equivalent to the work of 700 full-time agents. Klarna also reported a 25% decrease in repeat customer inquiries, a strong indicator of improved customer satisfaction.


Source: Klarna

 

73%

Liberty London: 73% Decrease in First Reply Time

Luxury department store Liberty London modernized its service approach by integrating AI tools, resulting in a 73% decrease in first reply times and an 11% reduction in overall ticket resolution times.
These enhancements have significantly improved the overall customer experience, reinforcing Liberty London's commitment to service excellence.


Source: CMSWire.com

 

The Impact of AI on Customer Service

Across industries, the integration of AI agents has delivered tangible results: 

 

Higher customer satisfaction

More efficient human agent workflows

Scalable support operations without scaling headcount

Faster first responses and full resolutions

Forward-thinking companies are showing that AI isn’t just a tool—it's a customer experience accelerator.

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