Case Study: J.Crew achieves faster support and streamlined operations with Rackspace Technology

J.Crew Group streamlines IT, vendor and customer support with custom AI agents

J.Crew worked with Rackspace Technology and its Foundry for AI to pilot AI agents aimed at reducing workload across IT support, supply chain vendor questions, and customer service. The challenge was to improve employee self-service, speed up responses, and support multilingual, role-specific needs while integrating securely across multiple cloud environments.

Rackspace Technology built three tailored agents—J.Crew Group Buddy, JCIConnect, and JCG Ally—using tools including LangGraph, Microsoft Azure Entra, AWS services, and Google Vertex AI API. The solution delivered a targeted 15% reduction in IT help desk call volume, saved supply chain staff an estimated two to three hours per day, and reduced escalations in the contact center, while also cutting development time from months to weeks and scaling from one bot to three.

J.Crew

Harsh Gupta

Senior Director, IT Systems