# How Carter's uses PolyAI

**60%**: “Carter’s reduced seasonal hiring by 60%”

As published on [poly.ai](https://poly.ai/customers/carter's), May 2026. Captured by usedby on 2026-10-08.

- Company: [Carter's](https://www.usedby.ai/companies/carter-s.md)
- Tool: [PolyAI](https://www.usedby.ai/tools/polyai.md)
- Teams: Call Center Operations

## What the story says

Carter's uses a PolyAI omnichannel AI agent on voice and chat, in English, Spanish, and French, to handle customer requests such as FAQs, order tracking, price adjustments, refunds, and callback scheduling. It absorbs peak-season demand and passes more complex cases to human agents.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and Carter's, not ours.

> In their first peak season with PolyAI, Carter’s reduced seasonal hiring by 60%, with shorter wait times and better customer experience to show for it. That reduction alone saves an estimated $1M+ in hiring costs each year.

- **$1M+**: “That reduction alone saves an estimated $1M+ in hiring costs each year.”
- **37%**: “The voice agent has reduced call volume by 37%, a 7.5X increase from the previous IVR.”
- **80%**: “The impact of chat has been similar, with 80% of text-based conversations successfully resolved without human agent input.”
- **73.2%**: “The agent achieved a 73.2% containment rate, meaning the vast majority of customer needs were resolved entirely without human intervention.”

> Our AI agent has enabled me to reduce hiring this year by over 100 people, and has truly helped us to provide consistency for our customers.
>
> Mike Hansen, Director, Call Center Operations

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 60% is printed word for word on the page, near the name of Carter's.
- Checked: the passage quoted above is copied word for word from the page, near the name of Carter's.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Carter's uses PolyAI. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/carter-s-polyai · How we check: https://www.usedby.ai/methodology