Case Study: ADT achieves 24/7 support and a 95% response rate with Aivo's AgentBot

ADT Supports their customers 24/7 and ensures an amazing experience

ADT, a 140+-year security company serving over 215,000 monitored sites, faced limited service hours and a constrained capacity to handle simultaneous inquiries, receiving only about 300 customer contacts per month. To improve responsiveness and deliver an omnichannel, customer-centric experience, ADT partnered with Aivo and implemented AgentBot to provide 24/7 automated support.

Aivo built “Olivia,” an AgentBot virtual assistant integrated with ADT’s Zendesk Guide and Support, using features like carousels, buttons and assisted navigation to convert knowledge-base content for conversational use and enable lead capture. The solution automated ticketing, eliminated wait times, and scaled support across web and mobile; Aivo’s bot now handles over 10,000 conversations monthly and answers 95% of interactions, significantly improving ADT’s customer experience.

ADT

Gustavo Volonterio

Contact Center Manager