30-Day Performance Report: October 21 - November 20, 2025
Executive Summary
80%
Deflection Rate
Customer inquiries handled without CS team involvement
262
Total Interactions
Over 30 days, averaging 8.7 per day
630
Emails Avoided
Through bot automation and deflection
76%
AI Adoption
Customers chose "Ask Anything" mode
The RTR Customer Service companion is successfully deflecting 80% of customer inquiries, handling 210 out of 262 interactions without requiring customer service team involvement. The bot demonstrates strong performance across multiple interaction types, with particularly high AI adoption at 76% for "Ask Anything" mode.
Key Performance Indicators
Customer Interactions
262 interactions over 30 days with an average of 8.7 per day
Customer Service Deflection
210 interactions (80%) handled without CS team involvement
Escalations to Team
52 interactions (20%) requiring human assistance
AI Adoption Rate
76% of customers chose AI-powered "Ask Anything" mode, while 24% used structured FAQ navigation
Email Volume Reduction
~630 email exchanges avoided, assuming 3 exchanges per inquiry
CS Time Savings
~10.5 hours saved, assuming 3 minutes per email exchange
What the Companion Successfully Handles
AI-Powered Assistance
149 interactions (57%)
GPT provides detailed answers about products, specifications, fitment, and general inquiries. Highest engagement of any interaction type.
FAQ Self-Service
47 interactions (18%)
Customers navigate structured FAQ menu to find answers about policies, shipping, warranties, and processes.
Return Policy Guidance
21 return forms initiated
Provides return policy details, eligibility requirements, and process steps. Customers can initiate returns directly through the bot.
Quote Information
11 quote forms submitted
Bot collects customer details, vehicle information, and installation preferences for the sales team.
What Still Requires Human Touch
52 inquiries were escalated to the CS team. After removing invalid/test entries (6), the 46 legitimate escalations reveal clear patterns that represent opportunities for Phase 2 improvements.
Order Status & Tracking
"Letter of authenticity form not appearing" and "When will the rest of my order be shipped?"
Product Availability
"Do you have the Ford Performance Heavy Duty Modular Front Bumper?" and future availability questions
Pricing & Discounts
"Black Friday sale coming up?" and "Military discount code not working"
Replacement Parts
"Missing clips and screws for RTR vent" and hardware kit requests
Spec Vehicle ID
"Check VIN for true RTR certification" and vehicle verification
Direct Contact
"What's your phone number?" and requests to speak with live person
Return on Investment
Current Impact (30 days)
Inquiries handled: 210
Emails avoided: ~630
CS time saved: ~10.5 hours
Deflection rate: 80%
Projected Annual Impact
Annual interactions: ~3,176
Annual deflection: ~2,541
Emails avoided: ~7,623
CS hours saved: ~127 hours
With Phase 2 Integration
Target deflection: 88-90%
Additional deflected: ~254-317/year
Additional hours saved: ~12.7-15.9/year
Total annual savings: ~140-143 hours
Conclusion & Next Steps
The RTR Customer Service Bot maintains strong performance with an 80% deflection rate, successfully handling the majority of customer inquiries without CS team involvement. AI adoption has increased significantly to 76%, indicating customer preference for conversational assistance over structured menus.
The clear opportunity for Phase 2 is backend system integration. With 46% of escalations driven by Order Status (20%), Product Availability (15%), and Pricing Issues (11%), connecting the bot to order management, inventory, and pricing systems will directly address nearly half of all escalations and push deflection rates toward 88-90%.
1
Launch 2.0 Companion
Capitalizes on high volume Ask Anything data
2
Develop Replacement Parts Catalog
Create searchable database for hardware and components
3
Set Target Launch Date
Establish timeline for enhanced bot capabilities and ongoing metrics tracking