Telecom Giant Saves Millions with Verint AI-Powered Virtual Assistant

In a groundbreaking move that has reshaped its customer service operations, a leading telecommunications company has successfully integrated Verint’s Intelligent Virtual Assistant (IVA) into its contact center’s telephony self-service system. By transitioning from their outdated interactive voice response (IVR) technology to Verint’s advanced AI solution, the company substantially boosted its self-service containment rate and transformed its customer service experience. Handling more than seven million calls each year across various service areas such as billing, payments, appointment management, tech support, and outages, the company faced a monumental task in ensuring efficient and effective customer interactions.

Since implementing Verint IVA, the telecom company achieved a self-service containment rate of over 50% overall, and an impressive 80% for billing inquiries alone. This shift allowed the company to manage 3.5 million calls without the need for human agents, resulting in significant annual savings exceeding $10.5 million. Verint’s technology, which is based on advanced conversational AI, continuously learns and improves, offering consumers precisely tailored and relevant responses—even in complex scenarios. Heather Richards, Verint’s Vice President of Go-to-Market Strategy, emphasized the remarkable impact of their AI-powered self-service bots on delivering strong business outcomes.

This case exemplifies a growing trend in the telecommunications industry: leveraging artificial intelligence to drive efficiency and cost savings in customer service operations. As more organizations recognize the benefits of replacing legacy systems with modern AI solutions, Verint’s successful implementation highlights the transformative potential of intelligent virtual assistants. By adopting this innovative technology, the telecom giant not only enhanced its customer service experience but also unlocked substantial financial benefits, showcasing the profound impact of AI-powered solutions in today’s digital age.

Explore more

Unlock Success with the Right CRM Model for Your Business

In today’s fast-paced business landscape, maintaining a loyal customer base is more challenging than ever, with countless tools and platforms vying for attention behind the scenes in marketing, sales, and customer service. Delivering consistent, personalized care to every client can feel like an uphill battle when juggling multiple systems and data points. This is where customer relationship management (CRM) steps

7 Steps to Smarter Email Marketing and Tech Stack Success

In a digital landscape where billions of emails flood inboxes daily, standing out is no small feat, and despite the rise of social media and instant messaging, email remains a powerhouse, delivering an average ROI of $42 for every dollar spent, according to recent industry studies. Yet, countless brands struggle to capture attention, with open rates stagnating and conversions slipping.

Why Is Employee Retention Key to Boosting Productivity?

In today’s cutthroat business landscape, a staggering reality looms over companies across the United States: losing an employee costs far more than just a vacant desk, and with turnover rates draining resources and a tightening labor market showing no signs of relief, businesses are grappling with an unseen crisis that threatens their bottom line. The hidden cost of replacing talent—often

How to Hire Your First Employee for Business Growth

Hiring the first employee represents a monumental shift for any small business owner, marking a transition from solo operations to building a team. Picture a solopreneur juggling endless tasks—client calls, invoicing, marketing, and product delivery—all while watching opportunities slip through the cracks due to a sheer lack of time. This scenario is all too common, with many entrepreneurs stretching themselves

Is Corporate Espionage the New HR Tech Battleground?

What happens when the very tools designed to simplify work turn into battlegrounds for corporate betrayal? In a stunning clash between two HR tech powerhouses, Rippling and Deel, a lawsuit alleging corporate espionage has unveiled a shadowy side of the industry. With accusations of data theft and employee poaching flying, this conflict has gripped the tech world, raising questions about