Client story AI to Save Millions in Costs & 100K+ Hours a Year
Client
This organization is the largest United States Verizon premium retailer with over 2,000 locations.
Industry: Retail Telecommunications
Challenge
Modernize the call center experience to improve services and reduce overloading across ~2,000 stores.
Outcomes
Reduced live agent call routing from 90% to 40% — freeing up thousands of agent hours annually.
Solutions: Applications & integrations, Data & AI, Generative AI, and Microsoft
The beginnings of a next-gen support experience
What does it take to reimagine a call center servicing nearly 2,000 locations across all 50 states in the U.S.? One retail telecom powerhouse is using gen AI to meet customer needs — and free agents to focus where it counts.
Every day, one of the nation’s largest wireless retailers helps millions stay connected, to their families, their work, and the world, with their services and support arm. Their dedicated call center handles customer inquiries nationwide and has one mission: Making sure customers get fast, reliable help when they need it most.
With call center experience expectations rising, the company decided to evolve their support strategy across nearly 2,000 locations from interactive voice response (IVR) systems to a gen-AI powered voice assistant. The AI would handle everyday questions conversationally, escalate only when needed, and help agents focus on higher-value customer needs.
This wasn’t just about technology for the client. They used this initiative to build internal confidence and momentum for innovation across the entire business.”
Meagan Gentry
National AI Practice Manager and Distinguished Technologist, Insight
Delivering AI that works in the real world
To ensure AI improved — not replaced — customer service, the business partnered with Insight on an outcomes-based strategy and process. Insight’s AI experts helped the client:
- Pinpoint high-impact use cases through discovery workshops.
- Design effective AI call flows through customer journey mapping.
- Build their solution using Azure OpenAI and AI Speech.
- Integrate real-time data with retrieval augmented generation (RAG) to tailor responses.
- Test extensively to ensure smooth escalations and a human-like tone.
Hands-on support through deployment ensured the new voice assistant was not only technically sound — but ready to deliver real value from day one.
The generative AI-powered voice assistant expects to reduce agent call volume by 60% — unlocking more time and resources for impactful, customer-centric service.
Behind every call, a better experience
With implementation complete, the new AI-powered Interactive Voice Assistant (IVA) is transforming how support happens both behind the scenes and in front of customers.
- Customers now get instant answers to common questions like store hours, locations, and billing — no waiting, no transfers.
- Freed-up agent time translates into better service for the most pressing customer needs.
- A modern, cloud-native architecture keeps the experience fast, scalable, and seamless.
What began as a cost-saving opportunity evolved into a more strategic shift, enabling the business to deliver a more responsive, modern support experience for every caller.
AI momentum that doesn’t stop at the call center
The gen AI voice assistant is just the beginning. With a strong AI foundation in place and support from Insight and Microsoft, the team is positioned to keep adding value with practical AI use cases — from in-store automation to customer behavior insights.
By starting with a real-world challenge and delivering measurable results, they’ve built internal momentum and executive confidence to scale smarter, further, and faster.
From the sales floor to the back office, innovation is no longer a future goal for this leading organization — it’s a present capability with more wins on the horizon.
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By Insight Editor / 9 Jun 2025 / Topics: Customer experience Data and AI Generative AI
