Case Study: DISH Network achieves 28% reduction in average handle times with [24]7.ai

Google’s Business Messages Reduces Average Handle Times 28% for DISH

DISH Network, a Fortune 250 pay-TV provider serving over 8 million subscribers, set out to become an industry leader in customer satisfaction by finding a way to handle support queries at scale without overburdening agents. Believing asynchronous messaging would outperform synchronous chat and phone support, they sought a digital-first solution to lower customer effort and improve resolution rates.

DISH partnered with [24]7.ai and implemented Google’s Business Messages to combine conversational AI with live-agent escalation; the asynchronous channel produced a 14% improvement in customer effort score, a 28% reduction in average handle time, a 21% increase in resolution rates, and 81% channel reuse intent among customers—prompting plans to expand Business Messages across their support operations.

Dish Network

Kathy Schneider

Customer Experience Operations