30-Day Performance Report: October 21 - November 20, 2025
Customer inquiries handled without CS team involvement
Over 30 days, averaging 8.7 per day
Through bot automation and deflection
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.
262 interactions over 30 days with an average of 8.7 per day
210 interactions (80%) handled without CS team involvement
52 interactions (20%) requiring human assistance
76% of customers chose AI-powered "Ask Anything" mode, while 24% used structured FAQ navigation
~630 email exchanges avoided, assuming 3 exchanges per inquiry
~10.5 hours saved, assuming 3 minutes per email exchange
149 interactions (57%)
GPT provides detailed answers about products, specifications, fitment, and general inquiries. Highest engagement of any interaction type.
47 interactions (18%)
Customers navigate structured FAQ menu to find answers about policies, shipping, warranties, and processes.
21 return forms initiated
Provides return policy details, eligibility requirements, and process steps. Customers can initiate returns directly through the bot.
11 quote forms submitted
Bot collects customer details, vehicle information, and installation preferences for the sales team.
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.
"Letter of authenticity form not appearing" and "When will the rest of my order be shipped?"
"Do you have the Ford Performance Heavy Duty Modular Front Bumper?" and future availability questions
"Black Friday sale coming up?" and "Military discount code not working"
"Missing clips and screws for RTR vent" and hardware kit requests
"Check VIN for true RTR certification" and vehicle verification
"What's your phone number?" and requests to speak with live person
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%.
Capitalizes on high volume Ask Anything data
Create searchable database for hardware and components
Establish timeline for enhanced bot capabilities and ongoing metrics tracking
RTR Website Companion Impact Analysis