Case Study: Fortune 50 Financial Services Company achieves 52% call containment and $6.6M annual savings with Interactions IVA

Fortune 50 Financial Services Company Transforms CX with Interactions IVA

Fortune 50 Financial Services Company faced tens of thousands of routine cardholder inquiries and rapid growth in commercial card services that overwhelmed limited automation and live-agent capacity. After a vendor search they selected Interactions to deploy an Intelligent Virtual Assistant (IVA) to provide human‑like, conversational self-service for lost/stolen cards, account updates and other high‑volume requests.

Interactions implemented an IVA that combines conversational AI with human support, handling over 40 transaction types, confirming customer intent, and offering proactive account information and secure authentication. The Interactions IVA has processed nearly 15 million calls, manages about 90% of interactions with a containment rate above 52% (saving roughly $6.6M/year), returned 20,000 employee hours per quarter, achieved 40% fully automated resolutions, and helped lift CSAT by nearly 19% to an average of 4.68/5.