Call center ai · Production

Verint IVA Voice modernizes legacy IVR with AI-powered containment, saving a telecom brand $10.5M

The problem

Contact centers running legacy IVRs faced low voice self-service containment rates, long hold times for customers, and agents wasting time getting up to speed on caller context.

Workflow diagram · grounded in source
1
Smart Transfer Bot routes interaction
routing
“From the moment an interaction begins, the Smart Transfer Bot – part of Verint IVA Voice – ensures the next step is the right step, whether that's asking for a callback, making an appointment, or transferring to a live agent”
2
Intent Discovery Bot analyzes engagement data
ai_action
“By identifying high-value customer intents from your engagement data in voice or digital channels – including call recording transcripts, email, chats, support tickets, and more – the bot immediately helps to improve CX automation”
3
Self-service context handed off to agent
integration
“If the outcome is to transfer the call to an agent, the Smart Transfer Bot gathers and delivers the self-service history and context. The result? Your agents don't spend time getting up to speed, reducing average call time by at least 30…”
4
Callback scheduled for volume spikes
output
“Verint Callback manages volume spikes, lowers abandonment rates, and improves the agent and customer experience by easily scheduling callbacks when it's most convenient”
Reported outcome

A telecommunications brand saved $10.5M, achieved over 50% containment of calls containing 3.5M interactions annually, and reduced average call time by at least 30 seconds.

Reported metrics
Cost savings$10.5M
Call containment rateover 50%
Interactions contained annually3.5M
Average call time reductionat least 30 seconds
Reported stack
Verint IVA VoiceSmart Transfer BotVerint Intent Discovery BotVerint Callback
Source
https://www.verint.com/conversational-ai/intelligent-virtual-assistant/voice/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

A telecommunications brand saved $10.5M, achieved over 50% containment of calls containing 3.5M interactions annually, and reduced average call time by at least 30 seconds.

What tools did this team use?

Verint IVA Voice, Smart Transfer Bot, Verint Intent Discovery Bot, Verint Callback.

What results were reported?

Cost savings: $10.5M; Call containment rate: over 50%; Interactions contained annually: 3.5M; Average call time reduction: at least 30 seconds (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Smart Transfer Bot routes interaction → Intent Discovery Bot analyzes engagement data → Self-service context handed off to agent → Callback scheduled for volume spikes.

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