Telecommunications Company Case Study on Call Routing

This case study details the challenges faced by a major telecommunications provider regarding high misrouting of customer calls. The existing platform was unable to manage the increasing number of intents and product classifiers, leading to frustration among customers and call center agents. To address these issues and enhance PCI compliance, the company partnered with Interactions to implement an Intelligent Virtual Assistant (IVA). This solution improved the understanding of natural language requests and caller intent, effectively eliminating misroute problems. Furthermore, a real-time call transcription and redaction service was introduced for 30,000 call center agents, ensuring sensitive information was not accessible during calls. The results included a 98.90% Intent Capture & Route rate, a 92% containment rate for self-service transactions, a 9% improvement in overall customer satisfaction scores, and significant cost savings of $39 million due to reduced average handling time. The implementation also achieved a 95% success rate in redacting sensitive information.