Case Study: Leading Telecommunications Company achieves 400% self-service increase and 20% sales growth with [24]7.ai

Leading Telecommunications Company - Customer Case Study

This leading regional telecom partnered with [24]7.ai for more than a decade to accelerate a company-wide digital transformation and become the #1 provider in its market. Facing the need to deliver a differentiated, low-effort omnichannel experience and grow subscribers and loyalty, the operator sought a partner that could provide a single, future-proof platform and a clear roadmap for systematic change across digital and voice channels.

Working from a digital-first, intent-driven platform that centralizes AI, predictive analytics and machine learning, the company deployed voice and digital agents, [24]7 Chat and AIVA, IVR-to-chat deflection, personalization and Active Share to blend virtual and human assistance. The results were significant: self-service rose 400%, sales grew over 20%, NPS increased by 11%, phone and email support requests fell ~30%, and a large share of online revenue is now driven by chat.