Case Study: a Fortune 500 business services company saves $1.7 million with Verint Da Vinci Call Risk Scoring Service

a Fortune 500 business services company saves $1.7 million with Verint

A Fortune 500 business services company faced the challenge of authenticating callers for a federal benefits program without creating customer friction or escalating contact center costs. They needed to prevent fraud while avoiding lengthy IVR processes and reducing unnecessary agent workloads. To address this, they turned to Verint and its Verint Da Vinci Call Risk Scoring Service.

Verint implemented its cloud-based Da Vinci Call Risk Scoring Service, which uses AI to analyze call behavior and produce a real-time risk score. This allowed the company to instantly validate 77% of calls as legitimate. The solution cut authentication time by 20 seconds per call, saving 154 daily handle hours and delivering $1.7 million in annual savings, while also significantly improving the customer experience.