Case Study: Carter's reduces seasonal hiring by 60% with PolyAI

Carter's reduces seasonal hiring by 60% with PolyAI

Carter's, a major retail company, faced significant challenges with extreme seasonal call volume spikes, requiring the costly and difficult annual hiring of up to 200 temporary agents. Their existing IVR system was ineffective, containing only 2-5% of calls, and they struggled to adequately serve a growing Spanish-speaking customer base. To address this, they partnered with the vendor PolyAI to implement an AI-powered customer service solution.

PolyAI implemented a 24/7 omnichannel AI agent that handles interactions in English, Spanish, and French across voice and chat. The solution automates common requests like order tracking, FAQs, refunds, and price adjustments, and offers callback scheduling. This resulted in a 60% reduction in seasonal hiring, saving over $1 million annually for Carter's. The PolyAI agent also achieved an 80% chat containment rate and improved the average speed to answer by 73%, significantly enhancing customer experience.

Carter's