Case Study: Leading Gift-Giving Retailer achieves 74% self-service and saves 7.9M agent minutes with Interactions

Leading Gift-Giving Retailer Delivers Unmatched Customer Experience Using Interactions’ Intelligent Virtual Assistant

Leading Gift-Giving Retailer, a multi-brand floral and gifting company, faced huge seasonal call spikes (Valentine’s Day, Mother’s Day, and year-end holidays), rising call volumes across 10+ brands, and the need to scale personalized customer service cost‑effectively. In 2019 they partnered with Interactions and deployed the Interactions Intelligent Virtual Assistant (IVA) to provide a digital “front door” for fast answers to routine order questions while preserving brand integrity and live‑agent support for complex issues.

Interactions’ IVA delivered intent‑based routing, human‑like conversations, and workflows for order status, modifications, cancellations, FAQs, receipts and more, reducing average call handling by about 10 minutes per automated call. The solution achieved a 74% self‑service success rate, removed 7.9 million agent minutes in one year, improved automation rates by 25%, scaled to handle a 100% year‑over‑year call volume increase, and enabled flexible multi‑brand management—demonstrating clear OpEx savings and improved CX from Interactions.