Case Study: Major Telecommunications Provider achieves millions in cost savings and vastly improved customer experience with Interactions

Large Telecommunications Company leverages Interactions to drastically improve their customer experience and reduce operational costs by millions

Major Telecommunications Provider, a large U.S. telecom offering internet, cable, and phone services, faced rising customer demand after acquiring new markets and was under pressure to cut churn and reduce operating costs by at least $7 million. They engaged Interactions to redesign their customer service channel using an Intelligent Virtual Assistant (IVA) and a natural language interface to replace a legacy IVR system.

Interactions implemented a customized IVA across the carrier’s high‑volume voice channel (21 million calls annually), revamping ID & authentication, account balance lookups, payment collection, and FAQs. The solution exceeded targets: $6 saved for every $1 invested, $10.8M net savings year‑to‑date, $20M projected savings for 2023, 69% of successful self‑service transactions were contained, a 39% overall containment rate, and a 29% year‑over‑year increase in ID rates.