net savings YTD
About the Customer
One of the United States largest telecommunications companies, offering internet, cable, and phone subscriptions to millions of customers.
Industry
Telecommunications
Company Size
Fortune 500
Key Findings
10.8
M
20
M
projected savings for following calendar year
69
%
self-service containment rate
Challenges
One of the United States largest telecommunications companies, offering internet, cable, and phone subscriptions, was struggling after the acquisition of new markets, resulting in the inability to keep pace with customer demands. The intense pressure to reduce customer churn led them to Interactions with very ambitious goals to transform the customer service experience and cut annual operating costs by $7 million or more.
Solutions
Interactions designed an Intelligent Virtual Assistant (IVA) that not only hit those goals, but exceeded them. By replacing the legacy IVR with a customized natural language interface, Interactions improved the Fortune 500 company’s communication strategy. The high-volume voice channel with 21 million calls annually, has benefited most from the IVA by revamping these key components:
- ID & authentication
- Account balance look ups
- Payment collection
- FAQs
Results
As a result, the company achieved impressive savings, with $10.8 million in net savings year-to-date and $20 million in projected savings for 2023. The IVA increased self-service transaction success to 69%, improved the overall containment rate by 39%, and boosted the ID rate by 29% year-over-year.
Interactions acts as the AI front door to our customer service and really elevates the level of service that we provide our clients. As a result, our CSAT scores have gone up almost 19%.
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