Utilities Case Studies and Success Stories with USAN
CASE STUDY Dominion Energy
USAN’s AI Contact Analytics helps Dominion Energy improve customer satisfaction. The solution uses generative AI to analyze customer interactions. Dominion Energy uses these insights to optimize agen...t performance. The company can now better understand customer needs. This leads to a smoother customer experience.
CASE STUDY A leading natural gas provider that serves 7 million+ customers across the northern USA and Canada
USAN’s AI Contact Analytics helps a top natural gas provider find customer issues in their contact center. The company serves over 7 million customers in the northern USA and Canada. With AI Contact ...Analytics, they see trends and problems they could not see before. This leads to better operations, happier customers, and improved agent experience. The solution uses Amazon Bedrock for deep analysis of customer calls.
Financial Services Case Studies and Success Stories with USAN
CASE STUDY American Honda Financial Corporation
American Honda Financial Corporation needed to move from a legacy contact center to a new system. They worked with USAN to migrate to Amazon Connect in just three months. The migration included 8 con...tact centers, 5 lines of business, and over 1,500 agents. USAN helped ensure there was no disruption to customer or dealer experience. The new system improved reporting, representative experience, and provided better analytics. AHFC can now keep improving customer and representative experiences quickly.
Form Fill AI and Post-Call Summaries from USAN helped a top financial services company improve contact center operations. The company moved to Amazon Connect in 2024. USAN's GenAI solution reduced ti...me on operational tasks and increased accuracy. Agents completed tasks faster and with higher accuracy. Both agent and manager experiences improved. The solution also lowered operational costs.
A global financial services firm needed to contact over one million employees in 24 hours for the world’s largest IPO. They had to meet strict US federal rules and prove every employee could buy shar...es. USAN built a custom IVR system and outbound dialer in just 45 days. The system reached all employees, let them buy or decline shares, and stopped calls once a choice was made. This helped the firm meet all rules and deadlines for the IPO.
A large financial services institution had trouble matching customer phone numbers in their IVR system. This made it hard to identify and help customers quickly. USAN built a system that let customer...s update their phone numbers through the IVR. The system tracked calls and prompted updates when needed. After 18 months, the ANI match rate went up by 20%. The company saved money and made it easier for customers to use the IVR.
AI Contact Analytics from USAN helped a top vehicle financing provider find hidden problems in their contact center. The company worked with USAN to move to Amazon Connect in 2024. They wanted better... insight into contact center health. The solution let them spot and fix customer issues early. This improved customer experience.
Health, Wellness and Fitness Case Studies and Success Stories with USAN
CASE STUDY OpenLoop
OpenLoop used Amazon Connect and USAN to improve patient experiences. The case study highlights how OpenLoop worked with USAN's consultative approach. The focus is on transforming the patient journey.... The solution aimed to enhance customer experience in healthcare.
Banking Case Studies and Success Stories with USAN
CASE STUDY A top 5 U.S. bank
A top 5 U.S. bank struggled to detect and prevent fraud in its credit card portfolios. Their old tools were slow and could not find large fraud rings. The bank used USAN's Fraud Vision to track fraud..., share information, and manage cases in one place. Fraud Vision helped the bank find 50% of fraud missed by other tools and stopped a quarter of fraud losses before they happened. The system now finds over 8,000 fraud accounts each month and covers more than 100 million contacts. In many cases, it reduced fraud loss on compromised accounts to zero.
A top 10 global bank wanted to improve its self-service options and customer satisfaction. The bank had high opt-out rates during IVR calls, especially when collecting complex information. USAN intro...duced Visual IVR, letting customers use a mobile web app to enter details easily. The bank used personalized and proactive outreach to help customers. This led to a 5-12% increase in IVR containment rates and saved millions of dollars.
CASE STUDY Global Banking Leader (a top 10 global bank)
A top 10 global bank worked with USAN to improve their self-service options. The bank wanted to make it easier for customers to use self-service and reduce the number of calls going to customer servi...ce. USAN introduced Visual IVR, letting customers use their phones to complete tasks through SMS and mobile web. This made the process faster and simpler for customers. Over three years, the bank saw IVR containment rates rise by 5-12% and saved millions of dollars. The new system made customers happier and helped the bank work more efficiently.
Consumer Services Case Studies and Success Stories with USAN
CASE STUDY OnCourse Home Solutions
OnCourse Home Solutions needed to upgrade its old contact center system. They wanted a flexible and scalable solution and chose Amazon Connect. USAN helped them move over 500 agents to the new system... in about 10 weeks. The migration was 25% more efficient than past projects. OnCourse now has better call quality and can test new ideas quickly. The new system helps them serve customers better and handle changes easily.
