Case Study: Leading Entertainment Provider achieves 15% call deflection, 50% self‑serve automation and $6M projected savings with [24]7.ai

Leading Entertainment Provider - Customer Case Study

A leading North American entertainment provider with more than 32 million subscribers relied heavily on voice support — its most popular but most expensive channel. The company aimed to lower costs and lift service by driving 50% of contact volume to digital channels, improving intent-based routing and preserving interaction context while serving a growing customer base.

They deployed [24]7.ai’s Chat, IVR2Chat and AIVA virtual agent, using predictive analytics to prioritize and automate high‑value journeys. In week one AIVA completed 21,000 interactions, IVR2Chat acceptance exceeded goals (>15% vs a 9% target), and the program delivered 15% call deflection, a 3% increase in chat volume and 50% self‑serve automation. These improvements and better intent routing are projected to save about $6M in the first year while reducing handle times and improving first‑contact resolution.