CASE STUDY A leading gift-giving and floral retailer
Interactions IVA helped a leading gift-giving and floral retailer improve customer experience across 10+ brands. The company faced high call volumes and needed scalable, automated support for busy se...asons. Interactions IVA provided fast, human-like conversations and handled over 50 service lines. The solution removed 7.9 million agent minutes in one year, achieved a 74% self-service success rate, and improved automation by 25%. Brand loyalty grew as customers enjoyed efficient, personalized service.
Interactions IVA helped a global athletic brand improve customer service in 28 countries and six languages. The company replaced its IVR with a digital agent that matched its brand and unified the cu...stomer experience. The solution automated workflows for four major services and streamlined call routing. Results included saving 7 million agent minutes, fully automating 26% of calls, and achieving an 83% self-service success rate. The brand also saw $1,050,000 in annual net savings.
Interactions Virtual Assistant helped Salt River Project (SRP) double their self-service rate. SRP faced high call volumes during peak season and needed to reduce live agent hires. Interactions built... conversational applications, Rosie and Ramón, using Adaptive Understanding technology. Self-service rates increased from 22% to 39%. 24% of callers now complete transactions via self-service. Outage notification containment reached 48%. SRP saved costs and improved customer satisfaction.
Interactions IVA helped a Fortune 50 financial services company improve customer experience. Cardholders needed fast help for lost cards and account updates. The company used Interactions IVA to auto...mate thousands of inquiries with human-like conversations. The solution handled 90% of interactions with AI and 10% with humans. Results included a 20% drop in same-day callbacks, 40% fully automated resolutions, and 50% time saved over competitors. The IVA processed nearly 15 million calls, saved $6.6 million a year, and boosted CSAT scores to 4.68 out of 5.
Interactions IVA helped a leading telecommunications company reduce call misroutes and improve security. The company faced high call volume and needed better intent recognition and PCI compliance. In...teractions implemented an Intelligent Virtual Assistant and real-time redaction software. The solution achieved a 98.90% intent capture rate and a 92% self-service containment rate. The company saved $39 million by reducing average handling time. Redaction protected millions of credit cards and bank accounts each year.
CASE STUDY A major U.S. telecommunications company
Interactions implemented an Intelligent Virtual Assistant (IVA) for a major U.S. telecommunications company. The company wanted to reduce customer churn and cut annual operating costs by $7 million. ...The IVA replaced the old IVR system and improved self-service rates to 69%. The company saved $10.8 million year-to-date and expects $20 million in savings next year. The solution also improved the ID rate by 29% and increased the containment rate by 39%.
