Case Study: Leading Communication Services Provider achieves scalability to handle 1M+ daily support inquiries with Hazelcast IMDG

Leading communication services provider uses AI and IMDG to handle over 1M support inquiries per day

Leading Communication Services Provider, one of the largest U.S. providers of internet, voice, and media, handles over one million customer interactions per day and needed to automate support and shorten response times across call centers, web, and mobile channels. To gain near-real-time access to customer account details and device telemetry at scale, they turned to Hazelcast and its Hazelcast IMDG in-memory data grid to meet the low-latency, high-throughput requirements.

The company deployed an AI/ML-driven support platform that leverages Hazelcast IMDG as a near-cache in AWS to deliver real-time telemetry and account data to agents and chatbots. Hazelcast enabled faster queries and real-time recommendations, reducing interaction times, cutting onsite technician dispatches, improving Net Promoter Score from negative to positive, lowering operational costs, and currently supporting about 300K customers per day with forecasts for tens of millions of accounts as the system scales.