October 30 Day Report

RTR Website Companion Impact Analysis
30-Day Performance Report September 28 - October 28, 2025
EXECUTIVE SUMMARY
Customer Service Deflection Rate: 82%
~284 emails avoided through bot automation
Interactions Handled
347 total interactions over 30 days
Average: 8.3 interactions per day
The RTR Customer Service companion is successfully deflecting 82% of customer inquiries, handling 284 out of 347 interactions without requiring customer service team involvement.
KEY PERFORMANCE INDICATORS
Total Customer Interactions
347 interactions over 30 days (8.3 per day average)
Customer Service Deflection
284 interactions (82%) handled without CS team involvement
Escalations to Team
63 interactions (18%) requiring human assistance
AI Adoption
55% of customers chose AI-powered "Ask Anything" mode
15% used structured FAQ navigation
Email Volume Reduction
~852 email exchanges avoided (assuming 3 exchanges per inquiry)
WHAT THE COMPANION SUCCESSFULLY HANDLES
AI-Powered Assistance
192 interactions
GPT provides detailed answers about products, specifications, fitment, and general inquiries
FAQ Self-Service
53 interactions
Customers navigate structured FAQ menu to find answers about policies, shipping, warranties, and processes
Quote Information Collection
28 forms
Bot collects customer details, vehicle information, and installation preferences for the sales team
Return Policy Guidance
20 inquiries
Provides return policy details, eligibility requirements, and process steps
WHAT STILL REQUIRES HUMAN TOUCH (18%)
63 inquiries were escalated to the CS team. Analysis reveals consistent patterns:
Product Availability (Primary)
30%
Order Status & Tracking
25%
Replacement Parts & Hardware
20%
Spec Vehicle Identification
10%
Direct Contact Requests
15%
TOP HUMAN ESCALATION REQUESTS
Product Availability Examples
"Are Tech 7 wheels available in bronze?"
"Do you still make the F150 front skid plate?"
"When will the RTR Bronco Grille be back in stock?"
"Are the tech 7 rims in stock or on back order?"
Replacement Parts & Hardware Examples
"Need passenger side decals after accident"
"Hardware kit for side skirts for 2024 Mustang gt"
"Touch up paint for the wheels?"
"Replacement wiring harness for mustang lights"
Order Status & Tracking Examples
"My order 30504 and when it's due to arrive?"
"Why has my order not been shipped yet?"
"I placed an order last Friday, checking on its status"
"Order delivered but missing items"
Spec Vehicle Identification Examples
"Is my used 2020 Mustang GT a true RTR Spec vehicle?"
"How to get my car RTR certified"
"Question about RTR spec 5 mustang s650"
Direct Contact Requests Examples
"What's your phone number?"
"I need to speak with a live person"
"Set up call with rep"
PHASE 2: PRODUCT CATALOG + ORDER INTEGRATION
Opportunity: The top 3 escalation drivers (75% combined) can be directly addressed through backend integrations.
Expected Impact with Phase 2
Higher Deflection Rate
Target: 90-92% (up from 82%)
Answer availability and order questions without human lookup
Reduced Escalations
Eliminate top 3 escalation reasons
Bot can check inventory, track orders, and lookup parts in real-time
Proactive Recommendations
Smart product suggestions
When items unavailable, suggest alternatives automatically
Better Customer Experience
Instant answers vs waiting
No more "let me check and get back to you" delays
CONCLUSION & NEXT STEPS
The RTR Customer Service Bot is delivering strong results with an 82% deflection rate, successfully handling the majority of customer inquiries without CS team involvement.
The clear opportunity for Phase 2 is integrating:
Product catalog/inventory API
(eliminates 30% of escalations)
Order management system
(eliminates 25% of escalations)
Replacement parts catalog
(eliminates 20% of escalations)
This would push deflection rates to 90%+, save 37 additional CS hours annually, and provide instant answers to 75% of current escalations.
RTR Vehicles • Ready to Rock