AI-powered communications automation solutions provider IntelePeer recently made a year-end announcement regarding how a variety of customers are using its generative AI solutions to save greatly on manpower. With a total value worth more than $2.3 million in revenue for IntelePeer, the deals are anticipated to generate millions of dollars in savings for these companies stemming from reductions in human resources, IT and operational expenditures.

Some noteworthy customer use stories include the following:

• IntelePeer is developing a dynamic, self-serve FAQ that will be powered by generative AI and is implementing an automated alphanumeric password reset solution for an education software company. The customer’s goal is to reduce its need to hire thousands of seasonal employees for fall and spring semesters, saving approximately $20 million in overhead costs.
   
• A contact center that supports on-demand transportation handles more than 70,000 calls per week. It was seeking a generative AI solution to automate the fare estimate, booking and payment process, while offering customers self-serve FAQ capabilities. By harnessing IntelePeer’s communications automation platform and Managed Solutions, the company aims to take its call containment rates to 80 percent and anticipates more than $1.3 million savings in labor and operational costs.
   
• A logistics and trucking customer is using IntelePeer’s generative AI solutions to automate delivery and pick-up scheduling, tracking of delivery status, rerouting of shipments, and the processing of loss claims. The company will also integrate IntelePeer’s solution with its proprietary shipping software to provide real-time freight analytics to customers. As the project grows, the company is expected to scale the solution to work with its international freight shipping division. IntelePeer’s solution is estimated to provide the customer with hundreds of thousands in labor cost savings.

IntelePeer’s communications automation platform leverages generative AI, enabling users to build communications-enabled workflows that integrate with existing processes. At the heart of the platform is the AI Hub, which IntelePeer calls a one-stop-shop for IntelePeer engineers, CX experts, and partners, allowing them to quickly ingest customer data, test and deploy AI-driven solutions for customers. The AI Hub helps the rapid building and deployment of bots to handle both inbound and outbound interactions.

“IntelePeer is delivering game-changing solutions to our customers, with the vast majority seeing in-quarter return on their investments,” said IntelePeer CEO Frank Fawzi. “Additionally, our solutions enable businesses to fill the talent gap in their contact centers which reduces the cost of labor while providing a better customer experience through AI and automation. As we look to 2024, we’re positive this momentum will continue.”

Learn more about AI and the customer experience from Matt Edic, Chief Experience Officer at IntelePeer, during his session at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida.