W.C. Bradley Co., the parent company of leading outdoor cooking brands Charbroil, Oklahoma Joe’s, and Pit Boss has successfully launched an AI-powered platform within its Customer Care Center, reinforcing its commitment to delivering faster, smarter customer service, providing richer insight across the organization for further improvements.
The system, built in partnership with NiCE, a global leader in AI call center solutions, analyzes thousands of inbound customer interactions to streamline issue resolution and deliver actionable consumer feedback. Since its implementation on June 11, 2025, the Care Center has already fielded over 20,000 calls using the new system, reducing handling time by 20 seconds per call while maintaining top-tier satisfaction scores with customers.
This initiative underscores W.C. Bradley’s investment in innovation and its long-term commitment to driving brand loyalty and market leadership in the outdoor cooking category by delivering better solutions for retailers and consumers.
“This launch is a major milestone in our ongoing transformation, ensuring top quality service for our customers,” said Thomas A. Penner, Group President, Outdoor Cooking at W.C. Bradley Co. “We’re using AI to go beyond service efficiency; empowering every department with real-time insights into what our customers need and how we can serve them better.
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