Case Study: a leading satellite and internet provider improves customer experience with Concentrix Conversational AI

Enhancing the Customer Experience With Conversational AI

The leading satellite and internet provider faced a challenge with its outdated touch-tone IVR system, which created a frustrating and high-effort experience for customers calling in. Seeking a modern solution consistent with its innovative brand, the provider partnered with vendor Concentrix to implement its Virtual Assistant (VA), a conversational AI product.

Concentrix implemented its VA solution, which uses natural language understanding and AI to let customers speak freely as they would to a human agent. This significantly improved the experience, leading to measurable results including a 2.8% increase in self-service payments, a 7% increase in CSAT scores, and a 10% improvement in Customer Effort score.