14 Day Performance Report

RTR Website Companion Impact Analysis

September 27 - October 14, 2025

View Results

Executive Summary

80%

Customer Service Deflection Rate

~112 emails avoided through bot automation

112

Interactions Handled

Out of 140 total interactions without requiring customer service team involvement

The RTR Customer Service companion is successfully deflecting 80% of customer inquiries, handling 112 out of 140 interactions without requiring customer service team involvement. This represents a significant reduction in email volume and CS workload, with the bot autonomously managing FAQs, product questions, quote collection, and return information.

Key Performance Indicators

1

Total Customer Interactions:

140 interactions over 18 days (7.8 per day average)

2

Customer Service Deflection:

112 interactions (80%) handled without CS team involvement

3

Escalations to Team:

28 interactions (20%) requiring human assistance

4

AI Adoption:

65% of customers chose AI-powered "Ask Anything" mode

5

Email Volume Reduction:

~336 email exchanges avoided (assuming 3 exchanges per inquiry)

What the Bot Successfully Handles

The bot is autonomously managing the following inquiry types without CS involvement:

FAQ Self-Service

27 interactions

Customers navigate structured FAQ menu to find answers about policies, shipping, warranties, and processes.

AI-Powered Assistance

70 interactions

GPT provides detailed answers about products, specifications, fitment, and general inquiries.

Quote Information Collection

8 forms

Bot collects customer details, vehicle information, and installation preferences for the sales team.

Return Policy Guidance

3 inquiries

Provides return policy details, eligibility requirements, and process steps.

What Still Requires Human Touch (20%)

28 inquiries were escalated to the CS team. Analysis of these escalations reveals consistent patterns:

Product Availability (Primary)

  • "Are Tech 7 wheels available in bronze?"
  • "Do you still make the F150 front skid plate?"
  • "When will [discontinued item] be back in stock?"

Spec Model Technical Details

  • "What's included in Spec 5 vs standard Dark Horse?"
  • "Spec 5 Mustang S650 powertrain differences?"
  • "Can I upgrade my current Mustang to RTR Spec 5?"

Replacement Parts & Damage

  • "Need passenger side decals after accident"
  • "Replacement components for 2024 Spec 2"

Direct Contact Requests

  • "What's your phone number?"
  • "I need to speak with a live person"
  • "Customer service contact info"

Activity Patterns & Trends

Daily Volume

Peak activity days during production period:

  • Sep 28: 28 interactions
  • Oct 09: 15 interactions
  • Oct 13: 14 interactions
  • Oct 07: 11 interactions
  • Oct 03: 10 interactions
  • Oct 10: 9 interactions
  • Oct 02: 8 interactions

Hourly Distribution

Peak hours align with West Coast business hours:

  • 15:00 - 15 interactions
  • 13:00 - 15 interactions
  • 09:00 - 14 interactions
  • 12:00 - 13 interactions
  • 07:00 - 11 interactions

Phase 2: Product Catalog Integration

Opportunity: The primary escalation driver is product availability questions. Integrating real-time product catalog data will directly address this bottleneck.

Expected Impact with Product Catalog

Higher Deflection Rate

Target: 85-90% (up from 80%) Answer availability questions without human lookup

Reduced Escalations

Eliminate #1 escalation reason Bot can check inventory and discontinued items 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

Implementation Priorities

01

Product specifications and fitment data

02

Related product recommendations

03

Price and availability for wheel/tire bundles

04

Spec model component breakdowns

Return on Investment

Current Impact (18 days of production):

  • Inquiries handled: 112
  • Estimated emails avoided: ~336 (3 exchanges per inquiry)
  • CS team time saved: ~16.8 hours (assuming 3 min per email)
  • Deflection rate: 80%

Projected Annual Impact:

  • Projected annual interactions: ~2,842 (based on 7.8/day average)
  • Annual deflection: ~2,274 inquiries
  • Annual emails avoided: ~6,822
  • Annual CS hours saved: ~341 hours

Conclusion & Next Steps

The RTR Customer Service Bot is delivering strong results with an 80% deflection rate, successfully handling the majority of customer inquiries without CS team involvement. The bot has proven particularly effective at FAQ navigation, AI-powered assistance, and information collection for quotes and returns.

The clear opportunity for Phase 2 is product catalog integration. With 20% of escalations driven by availability questions, connecting the bot to real-time inventory data will directly address the primary bottleneck and push deflection rates toward 85-90%.

Immediate Next Steps

1

Finalize Phase 2 product catalog integration plan

2

Define API requirements for product data

3

Prioritize Spec model and wheel fitment data

4

Set target launch date for enhanced bot

5

Establish metrics tracking for ongoing optimization

RTR Vehicles • Ready to Rock

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