Case Study: Leading Telecom Service Provider achieves $6M savings and 26% higher chat adoption with [24]7.ai AIVA & Chat

Leading Telecom Service Provider - Customer Case Study

This leading U.S. direct‑broadcast satellite provider with more than 13 million subscribers wanted to reduce costs and improve customer satisfaction by steering simple requests away from high‑cost voice channels. Historically customers called for tasks like bill pay and remote setup, so the company needed to automate its most frequent journeys, preserve context for escalations to agents, and lower average handle time without hurting CSAT.

Partnering with [24]7.ai, the provider used [24]7 Chat and AIVA—after analyzing 100,000+ chat logs—to automate its top 10 journeys and add intent‑based routing. The changes made chat more prominent and faster, boosting weekly chat volume by 26% and achieving a 95% chat completion rate; the AIVA “Fight‑Bot” converted 40% of PPV interactions to orders. Overall the program projects about $6M in first‑year savings and targets a 10% lift in incremental sales while improving digital self‑service adoption and handling times.