Case Study: Primary Arms cuts support workload with Zowie

Primary Arms handles 84% of chats automatically with Zowie

Primary Arms, a retailer specializing in firearms and accessories, faced a challenge with rising customer demand overwhelming their support team. Their agents were stuck handling repetitive questions via email and phone, leading to long response times and an unsustainable need to extend service hours. They partnered with Zowie to implement an AI Agent and AI Inbox to automate responses and improve efficiency.

Using Zowie's generative AI capabilities, Primary Arms quickly transformed its knowledge base into a chatbot that could resolve common inquiries and offer product comparisons. The solution fully answers 84% of customer questions, handling the workload of 9 agents. This resulted in a 50% reduction in agent training time, a 98% question recognition rate, and eliminated the need for 7-day-a-week staffing.

Primary Arms