Your customer just hung up in frustration after waiting for 30-45 minutes without getting the right person on the line. Again.
Meanwhile, across town, your competitor's AI just resolved the same issue in under two minutes, and the customer left a five-star review.
Companies using AI for customer service aren't just improving support; they're stealing your customers with technology that makes human agents look outdated. While you're stuck with generic chatbots that can barely handle basic questions, industry leaders are building custom AI systems that turn customer service into a profit center.
Some well-known companies are capturing massive competitive advantages through proprietary AI development, and we’re here to show you how. In this article, we present real-world results from five industry giants that are utilizing AI for customer service. Read on!
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Enterprise AI spending is projected to reach $337 billion by 2025, as leaders recognize that custom AI delivers some major cost reductions and much higher resolution rates that subscription services simply can't match. Learn more about how much did companies invested in AI.
Smart business leaders are ditching off-the-shelf solutions and building custom AI that actually works. And we reveal how five industry giants cracked the code on AI customer service — and the jaw-dropping results they achieved. You'll see exactly how:
- Bank of America transformed its AI assistant into a revenue generator, achieving a 19% increase in earnings while halving its IT costs
- Impossible Foods achieved a remarkable 94% CSAT score while deflecting 50% of support tickets during the massive launch of Impossible Whopper with Burger King
- Klarna's custom platform handles 2.3 million conversations monthly and projects $40 million in profit improvements
- Delta Air Lines transformed decision-making across 100,000+ employees with their AI-powered insights platform
- Uber threw out their broken system and rebuilt from scratch — scaling chat support by an incredible 3,500%
These aren't feel-good case studies. These are hard numbers from companies that invested heavily and achieved significant returns. And we've gathered the most compelling data from across the internet to show you what's actually possible when you build AI your way instead of settling for cookie-cutter solutions.
5 Companies using AI for customer service
The companies featured below didn't just adopt generic solutions; they built custom AI software to solve their specific customer service challenges.
From financial services to food delivery, telecommunications to airlines, these organizations have invested in custom AI development, achieving competitive advantages that continue to pay dividends years later.
The metrics speak for themselves: dramatic cost reductions, improved customer satisfaction, and operational efficiency gains that transform business economics.
Here's how they did it (and what you can learn from their success).
1. Bank of America: Erica's financial impact
Bank of America's Erica, a conversational AI agent, represents one of the most successful custom AI deployments in the financial services industry.
Since its launch in 2018, Erica has processed over 2.5 billion customer interactions, and today, it serves more than 20 million active users.
Some outstanding results Erica has delivered:
- Revenue Growth: Erica directly contributed to a 19% increase in Bank of America's earnings through strategic cross-selling and upselling during customer interactions
- Cost Savings: The internal Erica for Employees platform reduced IT service calls by over 50%, with 90% 213,000 employees of the bank's employees now using the system
- Operational Efficiency: Erica handles 330 million requests in six months, averaging 56 million monthly engagements
- Customer Reach: Handles 60% of proactive and personalized account management
Bank of America invests approximately $13 billion annually in technology, with nearly 25% of that dedicated to new initiatives, such as AI development. This substantial investment demonstrates the commitment required for successful custom AI development.
2. Impossible Foods: Scaling through AI innovation
When Impossible Foods introduced the Impossible Whopper during their partnership with Burger King, they faced significant customer service challenges due to an unprecedented surge in customer inquiries.
Rather than relying on generic chatbot solutions, Impossible Foods developed a comprehensive custom AI system built on Zendesk’s platform. The company integrated multiple AI-powered components, including Zendesk Guide help center, custom ticket forms, and Answer Bot, all tailored specifically to their product lines and customer journey.
The system was designed with sophisticated workflows connecting Zendesk to Salesforce for B2B restaurant onboarding, ensuring seamless integration across their entire customer ecosystem.
This custom approach allowed Impossible Foods to address both consumer inquiries about the Impossible Whopper and complex business queries from restaurant partners.
Results of Impossible Food’s custom AI solution speak for themselves:
- Customer Satisfaction: Achieved a remarkable 94% CSAT score while handling massive volume increases
- Ticket Deflection: The AI-powered help center, ticket forms, and bots successfully deflected 50% of the total ticket volume.
- Response Time: Maintained median first reply time of 4 hours across all tickets, with onboarding tickets resolved within 15 minutes during business hours
- Volume Management: Reduced weekly ticket volume from 1,100-1,200 to approximately 2,000 monthly tickets post-automation
- Self-Service Adoption: Generated 1.5 million help center views in the second half of 2019 alone
- Automation Rates: Answer Bot achieved 12% deflection rates on web forms and 10% on email inquiries
The success of Impossible Foods highlights how 66% manufacturers using AI bots report larger cost savings.
3. Klarna: OpenAI-Powered customer service revolution
Klarna, the global payments and shopping platform serving over 100 million consumers, launched a custom OpenAI-powered customer service agent in early 2024. It handles their massive support volume across 23 markets in 35 different languages, providing 24/7 support without geographical limitations.
Klarna focused on training the system specifically for financial services workflows, including refund processing, delivery tracking, and account management. The system’s designed to handle complex financial transactions, payment disputes, and shopping inquiries.
And the results are right in front of you:
- Volume Handling: Resolved 2.3 million customer conversations in the first month alone
- Workforce Efficiency: Performs the equivalent work of 700 full-time customer service agents
- Response Speed: Reduced average resolution time from 11 minutes to under 2 minutes
- Repeat Inquiries: Cut repeat customer inquiries by 25%
- Conversation Share: Handles two-thirds of all customer service conversations
Klarna projected $40 million in profit improvement for 2024, directly attributed to their AI customer service system. The company achieved a 30% cost reduction compared to human-only support while maintaining customer satisfaction scores that match or exceed those of traditional agents.
4. Delta Air Lines: AI-Powered insights platform
Delta Air Lines, the oldest U.S. airline founded in 1925, developed the Delta Insights Hub using Stravito's AI-powered enterprise insights platform in 2024. It transforms how their 100,000+ employees access customer research across their global operations, serving over 200 million customers annually.
The platform functions as "Spotify for research and insights," allowing teams to access customer feedback, behavior patterns, and operational data through natural language queries. The system centralizes five years of customer research data from post-flight surveys, ad-hoc consumer feedback, and comprehensive travel experience studies.
Here are the operational benefits the American airline reaps:
While Delta has not released specific quantitative metrics, the qualitative results demonstrate significant operational improvements:
- Data Access: Centralized storage and instant access to five years of customer research data across all departments
- Cross-functional Collaboration: Breaking down organizational silos through shared research access across department lines
- Decision Speed: Real-time access to customer sentiment and operational metrics through AI-powered search
- Knowledge Management: Streamlined onboarding process with the Collections feature, allowing new employees to access comprehensive insights instantly
- Research Utilization: Enhanced application of research findings across checked baggage, boarding processes, pre-flight communications, customer service, and service recovery operations
The platform represents Delta's broader AI strategy, which includes AI-driven pricing for 20% of tickets by year-end 2025, as well as cloud migration initiatives designed to support data-driven customer personalization across its operations.
5. Uber: Chat platform scaling revolution
Uber faced critical challenges with its legacy WAMP protocol-based chat system, which was failing to handle scale. The company completely rebuilt its chat infrastructure using a GraphQL subscription architecture, replacing the unreliable legacy system with a stateless, horizontally scalable solution.
This new transformation of the customer service infrastructure enabled the scaling of live AI chatbot from handling just 1% of support contacts to 36% of the total agent volume. The company achieved a remarkable 3,500% increase in live chat support share through complete architectural reimagining between 2019 and 2024.
Uber's chat platform scaling delivered exceptional performance:
- Volume Growth: Chat support grew from 1% to 36% of all customer contacts — that's 35 times more people getting help through chat
- Reliability Improvement: Message delivery failure rate went down from 46% to 0.45%
- Reservation Success: 99.5% of customers now connect to agents on their first try
- Infrastructure Capacity: The system can handle 10,000 simultaneous conversations from a single server, 20 times more than before
- Target Achievement: On track to reach 40% of contact volume by the end of 2023 (1.5 million tickets per week) and 80% by 2024 (3 million tickets per week)
So, whether you're a rider with a fare question, a driver with an earnings issue, or ordering food that arrived wrong, chat support gets you answers fast. You can now get help instantly through chat instead of waiting for phone calls. The system automatically connects you to agents who can actually solve your problem.
Uber's chat transformation shows how the right technology investment pays off.
- Customers are happier because they get faster help.
- Uber saves money because chat support costs less than phone support.
- Agents can assist multiple people simultaneously, rather than just one person at a time.
The success proves that when companies rebuild their customer service technology properly, everyone wins - customers get better support and businesses operate more efficiently.
The companies above aren't alone in achieving breakthrough results with custom AI.
Anglara has built similar transformative solutions across industries.
Read how our AI scheduling and triage system revolutionized healthcare clinic operations by predicting appointments, reducing no-show rates, routing patients to optimal care, and optimizing staff workload across different locations.
The competitive gap is widening fast
While you and your competitors grapple with generic chatbots, the above-mentioned companies are seizing transformative AI advantages that redefine entire business models. And the market data is staggering.
The global artificial intelligence market is projected to grow from $391 billion in 2025 to $1.81 trillion by 2030, with a remarkable compound annual growth rate of 35.9%. By 2026, over 95% of customer support interactions will involve some form of AI. Companies that achieve successful AI implementations can expect average returns of $3.50 for every $1 invested. Some industry leaders even report achieving up to eight times the ROI.
Business leaders are taking notice.
Sundar Pichai, CEO of Google, calls AI “one of the most profound things we're working on as humanity. It's more profound than fire or electricity."
Marc Benioff, CEO of Salesforce, declares, "Artificial intelligence and generative AI may be the most important technology of any lifetime."
The competitive landscape is also shifting rapidly. According to BCG research, 74% of companies struggle to achieve AI scale, but the successful 26% capture outsized advantages.
Custom AI deployments consistently outperform off-the-shelf solutions, with resolution times decreasing by over 80% and ticket volume (and, consequently, cost) dropping by more than 50%.
So, here's the stark reality: companies building custom AI solutions today are creating moats that competitors may never be able to cross. The question isn't whether AI will dominate customer service; it already has. The question is whether you'll lead this transformation or watch it from a distance and disappear with the others.
Try Anglara Digital Solution
Anglara specializes in developing custom AI solutions that deliver measurable business outcomes, similar to those achieved by the examples we gave in this article. Our team builds proprietary AI systems tailored to your specific customer service challenges, ensuring you capture the competitive advantages that off-the-shelf solutions cannot provide.
Before investing in any AI solution, ensure you have clarity on what's possible for your specific business. Anglara offers AI business consultation services, where we analyze your current customer service operations, identify automation opportunities, and create a custom AI roadmap tailored to your industry and scale.
Book your free consultation today and discover how your company can achieve the same breakthrough results as the industry leaders featured above.
