Case Study: a major payments company saves $2M and cuts Black Friday call volume with Level AI

Streamlining Payments with Deep Generative AI Insights

The customer, a major payments company operating in the buy-now-pay-later space, faced a significant challenge in managing overwhelming customer service call volumes during peak shopping seasons like Black Friday. Their existing self-service bot had become less effective over time, and scaling their contact center with temporary staff was a costly and insufficient solution. They turned to vendor Level AI and its Voice of the Customer insights platform to find a more sustainable approach.

Level AI's platform analyzed 100% of past customer conversations to generate quantifiable insights into customer priorities. This allowed the payments company to identify and fill specific gaps in their self-service bot's functionality. The result was a dramatic reduction in call volume; during the Black Friday weekend, call volume increased by only 6% compared to a historical average of 150%. Level AI's solution successfully deflected over 500,000 calls, saving the company more than $2 million in overhead costs and significantly improving the customer experience.