How Camping World Uses IBM watsonx Assistant to Boost Customer Engagement by 40%

Camping World, America's largest retailer of recreational vehicles and outdoor products, experienced a post-COVID surge in customer volume that exposed critical infrastructure gaps. The company's contact centers across three business units (retail, financial services, and dealership) lacked adequate staffing and 24/7 coverage. Customer queries went unanswered during off-hours, resulting in lost leads and extended wait times.

The company partnered with IBM Consulting to deploy IBM watsonx Assistant integrated with LivePerson's conversational platform. A virtual agent named "Arvee" was deployed across all web properties, handling routine inquiries, performing dynamic routing, collecting customer data, and enabling warm handoffs to live agents. The solution was enhanced with SMS capabilities and integrations to Oracle and Salesforce, supporting 30+ FAQs.

The results were transformative: customer engagement increased 40%, agent efficiency improved 33%, and wait times dropped to just 33 seconds. Of nearly 14,000 retail chat conversations, approximately 8,000 were resolved by Arvee without any human escalation.