AI customer service is moving from pilot to scale
The quote signals that AI automation can improve digital-marketplace economics by resolving routine issues while preserving human support for customers who need it.
Early results are encouraging, with approximately 30% of chats resolved through self-service across common needs such as orders, returns, Autoship, and account management.
Who it touches
- CHWYbullish
AI self-service is already resolving a material share of customer chats, supporting marketplace operating leverage.
About this signal
- Company
- Chewy, Inc.
- Category
- operations
- Call
- Q2 fiscal 2027