Camping World Boosts Engagement 40% with AI-Powered Virtual Assistant from IBM

Client

Camping World

Industry

Retail & E-Commerce

AI Tech Solution

IBM watsonx Assistant, LivePerson Integration, SMS Messaging AI, Intent Recognition, CRM Integration (Oracle & Salesforce)

Solution Provider

IBM

Challenge

Camping World’s call centers struggled with limited hours, long wait times, and seasonal traffic spikes. They lacked a 24/7 response mechanism and had no visibility into leads generated during off-hours. Staff couldn’t be easily cross-trained to handle multiple business units, creating staffing inefficiencies during peak seasons.

Solution

Camping World deployed IBM watsonx Assistant, integrated with LivePerson, Oracle, and Salesforce, to create a virtual agent named Arvee. Arvee handles customer queries across web and SMS, routes conversations to live agents when needed, and proactively collects customer data. The solution also included real-time dashboards, enhanced intent coverage, and outbound SMS capabilities to extend lead capture and customer service reach.

Results

Increased customer engagement by 40%. Reduced agent wait times to 33 seconds. Improved agent efficiency by 33%. Automated nearly 8,000 retail chats in one reporting period. Enabled 24/7 support and streamlined escalation for complex cases. Accelerated time-to-response and improved upsell opportunities through AI-driven handoffs.
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