Case Study: Leading Financial Services Company achieves nearly $1B in savings and 27% improved IVR containment with [24]7.ai [24]7 Voices

Leading Financial Services Company - Customer Case Study

A technology-focused major US bank partnered with [24]7.ai to replace its homegrown IVR and address rising call volumes, higher costs, longer handling times, and call-routing challenges. The bank’s twin goals were to reduce cost per transaction and enable customers to self-serve across the full range of banking tasks without needing an agent.

Over a decade the bank deployed [24]7.ai’s AI-powered conversational IVR, adding natural language and deep neural network capabilities and embedding a dedicated onsite team to continuously optimize 25,000 prompts and 130 APIs. The result: a 27% improvement in IVR customer resolution (about 70% contained), roughly $10M saved per 1% containment improvement, more than $100M saved annually on average, nearly $1B saved over ten years, and over one billion self-service interactions with 99.996% uptime.