MELVILLE, N.Y., November 11, 2024, – One of America’s foremost telecommunications firms, having integrated Verint’s AI-driven Intelligent Virtual Assistant (IVA) in its contact center operations, has declared that it has achieved an annual cost savings of USD 10.5 million.
By allowing for live agent assistance to be used less frequently, this advancement has permitted the organization to increase its self-service containment rate and consequently, improve customer service.
The IVA solution has also excelled above the firm’s expectations as regards the resolution of billing inquiries where the containment rate was 80%.
The telecommunications company receives more than seven million calls each year and the operations of Verint’s artificial intelligence system automatically process AI-deployed technology to resolve a variety of customer care inquiries, including billing, payments, and outages.
The AI system was able to complete over 3.5 million calls a year which lessened the need for human resources and achieved cost savings.
“Verint IVA effectively engages in complex conversations because it is equipped with machine learning that has been trained on specific engagement data.”
Heather Richards, Vice President of Go-to-Market Strategy at Verint described:
“Our AI-driven bots are delivering meaningful business results by replacing traditional IVR systems with advanced AI technology.”
This adoption reflects a broader trend in the telecom industry, where AI-powered automation is reshaping customer service efficiency and scalability.
Verint’s innovations continue to lead in transforming legacy systems into responsive, data-driven platforms that lower operational costs and improve customer satisfaction.
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