Case Study: World-leading Athletic Brand achieves premium global customer experience and saves 7M+ agent minutes with Interactions IVA

World-leading athletic brand uses Interactions IVA to deliver a premium customer experience

World-leading Athletic Brand partnered with Interactions to replace a basic IVR with an Intelligent Virtual Assistant (IVA) to deliver a premium, brand-aligned customer experience and scale support globally. Facing the challenge of unifying CX while reducing live-agent load, they launched the Interactions IVA in 2021 and expanded from one country and line of business to 28 countries, 6 languages, and 4 lines of business.

Interactions built an intelligent system using APIs and agent training books to automate workflows for the top contact drivers, streamline intent recognition and routing, and require IVA authentication before escalation to agents. The Interactions IVA delivered measurable impact: >7M agent minutes saved, 83% self-service success, 79% of transferred calls fully authenticated, 48% containment for callers sent an SMS tracking link, and 26% of calls fully automated.