Case Study: Large Consumer Tech Retailer achieves 300%+ digital interaction growth and 42% conversion lift with [24]7.ai

Tech Retailer Reaps Rewards of Going All In on [24]7.ai Chat and Agent Services

A leading consumer technology retailer with more than 1,000 stores and over $40 billion in annual revenue faced a rapid shift from in‑store to online shopping and needed to boost e‑commerce efficiency, reduce abandoned carts, and scale digital support—challenges that became urgent when the 2020 pandemic sharply reduced foot traffic.

The company partnered with [24]7.ai to deploy predictive chat and scale agent services, converting about 1,000 in‑store roles to chat agents and rapidly expanding capacity ahead of Black Friday. The effort produced a 42% conversion lift versus simple chat and a 50% increase in average order value for chat-assisted purchases, supported 300%+ growth in digital interactions in 2020, handled nearly 500,000 chats during Thanksgiving week, and scaled to 2,200 peak agents and 20,000 chats per hour.