Case Study: Major U.S. Telecommunications Company achieves 98.90% intent capture and PCI-compliant call security with Interactions

Major telecommunications provider reduces misroutes, improves security with Interactions

Major U.S. Telecommunications Company, a leading provider serving millions of consumer and business customers, was struggling with high call misrouting and a growing number of intents and product classifiers that its existing platform couldn’t handle. The company also needed to strengthen PCI compliance to prevent sensitive payment data from being accessed or stolen. They engaged Interactions to address these challenges.

Interactions implemented an Intelligent Virtual Assistant (IVA) across all divisions and added real-time call transcription and redaction for 30,000 agents, eliminating misroutes and protecting sensitive data. The Interactions solution achieved a 98.90% Intent Capture & Route rate, 92% self-service containment, a 95% redaction success rate, $39 million saved from reduced AHT, and a 9% improvement in CSAT, while enabling a more secure, PCI-compliant call center.