Case Study: Global Financial Services Company achieves $980M in net service-cost savings and 1B self-service interactions with [24]7.ai [24]7 Speech

Global Financial Services Company - Customer Case Study

A global multinational financial services corporation needed to modernize a legacy on‑premise IVR that required complex integrations and heavy maintenance. The outdated system limited service‑centric capabilities, driving high call center costs, long talk times and low resolution rates.

Partnering with [24]7.ai, the company deployed [24]7 Speech—consolidating 15+ DTMF applications into a carrier‑grade speech platform (2009), adding multimodal Vivid Speech for mobile IVR journeys (2014), and rolling out an enterprise VoiceXML/speech recognition and NLP platform with 160 intent applications (2016). The solution handled over 1B self‑service interactions with 99.996% uptime, delivered $980M in net service savings over 10 years (about $12M annually), achieved ~87% multimodal acceptance and 87%/70% self‑service resolution for charge verification/payments, and earned over 95% 4–5 star user ratings and internal recognition.