Case Study: Leading Telecom Company achieves $6M first-year savings and 50% self‑serve adoption with [24]7.ai

Leading Telecom Company - Customer Case Study

A leading telecom provider with more than 32 million customers aimed to improve customer experience and channel orchestration by serving customers on the right channel for each journey, with a target of moving 50% of defined journeys to digital channels.

The company deployed [24]7.ai Chat, AIVA and Digital Chat Agents, using intent prediction, journey automation and improved virtual-agent routing to steer customers to appropriate self‑service paths. The initiative is projected to save $6M in year one, achieve 50% FCR via self‑service on automated journeys, and drive a 15% call deflection while increasing overall digital adoption.