Industry

Media, Telecom

When the Affordable Connectivity Program (ACP) – the federal initiative that subsidized phone services for eligible consumers – ended in April 2024, a leading MVNO faced a critical operational challenge – a massive and unprecedented spike in customer inquiries.

As a major player in the prepaid space, this MVNO operates with a distinct goal – bridging the digital divide for underserved populations. They specialize in providing essential communication lifelines to low-income households, often serving as the primary link to healthcare, employment, and emergency services for millions of Americans.

To address this urgent challenge, they partnered with ResultsCX and deployed an AI-driven, self-service automation solution.

The Results:

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Containment rate

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Average Handle Time

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Decrease in overall call volume

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Reduction in annual operational expenses

“QnABot on AWS has empowered our SupportPredict platform to deliver fast, intuitive self-service experiences that reduce support costs and boost customer satisfaction. Its seamless integration with the broader AWS ecosystem positions us to scale effortlessly and innovate continuously as customer needs evolve.”

Ganesh Iyer,
Chief Solutions Officer, ResultsCX

The Challenge:

The MVNO’s existing customer support model relied heavily on human agents. When the Affordable Connectivity Program ended in early 2024, inquiry volumes surged as customers sought answers on account status, service eligibility, and device replacements. Support channels were quickly overwhelmed, leading to longer wait times and rising costs. The MVNO recognized the urgent need for smarter, scalable support to improve efficiency and protect the customer experience.

The Solution:

ResultsCX worked closely with the MVNO to deploy an advanced AI-driven self-service solution built on QnABot on AWS and powered by its SupportPredict platform. The platform streamlines access to information, reduces handling times, and helps agents focus on complex, high-value interactions.

An intelligent IVR serves as the first point of contact, seamlessly directing callers to the most relevant self-service channels.
At the same time, an AI-driven chatbot integrates with back-end systems to deliver near real-time updates on balances, applications, and device replacements.

The Customer:

A customer-focused service provider delivering reliable, affordable connectivity through innovative solutions. Known for agility and service excellence, the company empowers customers with flexible options, responsive support, and technology-driven experiences that keep people connected when it matters most.