This case study explores how a leading US satellite TV provider transformed their customer support by teaming with [24]7.ai. The goal was to reduce costs and improve customer experience through self-service options and a Virtual Assistant (VA). Within 90 days, the VA was operational across multiple webpages, offering 40 entry points for customer engagement. With 2100+ key intents trained, customers seamlessly resolved inquiries, from setup to streaming, via intuitive self-serve options, including asynchronous messaging on mobile devices. This shift significantly reduced call volumes, leading to $34.4 million in cost savings and a remarkable 63% increase in customer satisfaction.

By empowering agents with [24]7 Assist, the provider streamlined workflows, centralized information access, and enhanced productivity. This successful collaboration resulted in a 93% increase in containment rates and the deflection of 4.2 million interactions to digital channels. The provider navigated a digital-first approach, exemplifying operational efficiency and customer-centricity in the media industry.

The [24]7 Engagement Cloud Advantage: The client leveraged the simple and flexible nature of [24]7 Engagement Cloud combined with its self-serve ability to customize, preview, and publish both straightforward FAQ-type content and sophisticated conversations involving multiple intents, as needed. This enabled them to quickly adapt to and be relevant evolving customer needs, leading to effective and intuitive conversations.