Case Study: Office Supply Firm achieves 62% returns success with VPI VirtualSource Agents

Office Supply Firm Finds Success Automating Returns with VPI VirtualSource Agents

The Office Supply Firm, a Fortune 500 global supplier of office products, was struggling with a poorly performing Interactive Voice Response system that could only complete about 15% of order/order-status calls and created long, frustrating interactions for callers. To address this, the company engaged VPI and deployed VPI VirtualSource Agents, an intelligent IVR with a built-in “brain” and conversational natural-language capabilities.

VPI implemented VirtualSource Agents to automate returns using open grammars and iterative tuning; within two weeks the agents were completing over 30% of calls and, after further optimization by VPI, success rates doubled to 62% for return calls. The solution cut call time (3 minutes vs. 6 for live agents), delivered a 15% reduction in live staffing, and achieved customer satisfaction scores (92%) nearly equal to live agents, demonstrating clear measurable improvements.