Case Study: ADT achieves 97% customer inquiry resolution with Engageware's Virtual Assistant

How ADT Solves 97% of Customer Inquiries with Engageware

ADT, a 140-year leader in security and alarm systems, needed to improve customer access during critical moments but was constrained by limited service hours and a cap on simultaneous inquiries—handling only about 300 customer interactions per month before intervention. These limitations risked slower support in emergencies where every second counts.

By deploying Engageware’s AI virtual assistant “Olivia,” ADT implemented a 24/7 omnichannel, self-service solution that eliminated wait times, automated ticketing, and handled billing, technical, and sales inquiries. The result: interactions rose to roughly 7,200 monthly with a 97% resolution rate and an average engagement time of one minute, improving efficiency, customer loyalty, and lead generation.

ADT

Gustavo Volonterio

Director