Case Study: Camping World improves customer engagement and cuts wait times with IBM watsonx Assistant

Driving a reimagined customer experience with an AI-powered virtual assistant

Camping World, the largest RV retailer globally, was struggling with rising call center volume, slow response times, and limited visibility after the pandemic, especially because it serves three distinct customer groups. To address these challenges, Camping World worked with IBM Consulting and IBM watsonx Assistant to modernize its contact centers and improve customer service.

IBM implemented an AI-powered virtual assistant named Arvee across Camping World’s web properties, with LivePerson integration and connections to Oracle and Salesforce to handle FAQs, route complex issues to live agents, and capture off-hours leads. The results included a 40% increase in customer engagement, a 33% boost in agent efficiency, and wait times reduced to 33 seconds, while also reducing dropped conversations and improving sales opportunities.

Camping World

Saurabh Shah

Chief Digital Officer (CDO) and Chief Information Officer