Case Study: Global E-Commerce Company achieves 11% customer support cost savings and improved call routing with [24]7.ai AIVA for IVR

Global E-Commerce Company - Customer Case Study

A global e-commerce company with major markets in the UK and Germany handling over 500k calls a month faced a legacy IVR that forced customers through complex phone trees, caused misrouting, slowed service and hurt customer perceptions. The company needed a fast, enterprise-ready digital IVR solution from a partner experienced in e-commerce that would align with its customer experience strategy.

The company deployed [24]7.ai’s AIVA for IVR — an AI‑powered conversational system using NLP, DNN speech recognition and predictive analytics to authenticate callers, understand intent and route them correctly. Results include ~70% authentication of callers, a 6.5% drop in inter‑agent transfers, 11% customer support cost savings, over 10K calls contained per month and early self‑service rates (2% UK, 3% Germany) with room to grow as the system learns.