Verint announces top telecommunications company realized $10.5M annual savings from Verint’s AI-Powered Voice Self-Service

Verint, The CX Automation Company, announced that a top telecommunications company reported annual savings of more than $10.5 million by using the Verint Intelligent Virtual Assistant (IVA) to power its contact center telephony self-service.

The company replaced their old telephony-driven IVR technology with Verint AI-powered IVA to deliver tangible business outcomes, including improving its self-service containment rate and elevating the service experience for consumers, according to Verint.

The company responds to more than 7 million calls each year on a variety of topics including billing, payments, appointment management, tech support and outages.

By using the Verint AI-powered IVA, the company’s self-service containment rates rose to more than 50% overall with a containment rate of 80% for billing-specific calls.

In total, the company contains 3.5 million calls with Verint IVA—avoiding the need for transferring these calls to live agents—representing more than $10.5 million in annual savings.

“Verint IVA is built on industry-leading conversational AI that trains on an organization’s unique engagement data. This means the Verint AI-powered bots continuously improve and provide consumers with relevant, accurate responses, even within environments of higher conversational complexity or specificity to the business,” said Verint’s Heather Richards, vice president, go-to-market strategy. “With Verint’s leadership in AI-powered self-service bots, organizations are reporting strong AI business outcomes after replacing their legacy telephony-driven IVR systems.”

For more information about this news, visit www.verint.com.