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CLIENT STORIES

The transformations behind the metrics.

Long-form stories of how the AiCX Platform was deployed, what it changed, and what the operating teams measured ninety days later.

Telecom · Top-5 National Telecom

From stagnant CSAT to a +40 point lift in nine months.

AiCX redesigned the post-acquisition customer service operation with Tier-5 AI agents, in-call assist, and a fully rebuilt QA program.

Challenge
Following a multi-billion-dollar carrier acquisition, CSAT had flatlined and churn was accelerating across the inherited base. Legacy QA was sampling under 2% of calls.
Approach
AiCX deployed Tier-5 voice agents on Tier-1 intents, in-call assist for human reps, and the AiCX Engine's analytics layer scoring 100% of interactions against a custom QA framework.
Outcome
Within nine months CSAT lifted 40 points, AHT dropped 24%, and cost per contact fell 22% — while compliance scoring hit 99.4% across 14M monthly interactions.

"AiCX didn't just modernize the contact center — they rebuilt the operating model."

— SVP Customer Operations
outcomes / measured
+40 pts
CSAT lift
−24%
AHT
+18%
FCR
−22%
Cost / contact
Automotive · Top-10 Global Auto OEM

600 multilingual agents, stood up in 14 days, for a global recall.

AiCX delivered FEMA-grade surge methodology to handle a multimillion-vehicle safety recall across eight languages.

Challenge
A safety recall required immediate multilingual claims capacity across North America and EMEA — with no time for traditional ramp.
Approach
AiCX activated surge pods, deployed an AI Virtual Agent for triage and appointment booking, and integrated directly with the OEM's dealer dispatch and parts systems.
Outcome
1.4M calls handled, 96% first-call resolution, eight languages live — all inside 14 days from contract signature.

"They were operational in days, not months."

— VP, Customer Quality
outcomes / measured
14 days
Time to stand-up
96%
First-call resolution
1.4M
Calls handled
8
Languages live
Healthcare · Regional Healthcare Network

HIPAA-compliant patient outreach that closed 31% more care gaps.

Multilingual reminder and gap-closure program with HITRUST-aligned controls and a tightly governed AI agent layer.

Challenge
A 12-hospital network needed to scale proactive outreach for chronic-care patients without exposing PHI or burdening clinicians.
Approach
AiCX deployed a HIPAA-compliant outbound program using AI Virtual Agents for confirmations and human agents for clinical conversations, all logged through the AiCX Engine's observability layer.
Outcome
No-show rate dropped 22%, care gaps closed rose 31%, and the CAHPS Communication composite improved by 9 points.

"The right balance of scale and compliance — finally."

— Chief Clinical Officer
outcomes / measured
−22%
No-show rate
+31%
Care gaps closed
+9 pts
CAHPS Comm
−28%
Cost / outreach
Fintech · National Fintech Lender

Net recovery up 31% on a $2.4B receivables book.

RCM Intelligence Suite drove dialer strategy, prioritization, and compliant agent coaching across the full collections lifecycle.

Challenge
Net recovery was lagging benchmark, DSO had crept past 70 days, and CFPB scrutiny demanded near-perfect compliance.
Approach
AiCX deployed the RCM Intelligence Suite — propensity-to-pay models, dialer optimization, AI compliance monitoring on 100% of calls, and weekly portfolio rebalancing.
Outcome
DSO reduced 27%, net recovery climbed 31%, compliance scoring landed at 99.7%, and cost per recovered dollar dropped 19%.

"Net recovery up 31% in twelve months. The board noticed."

— Chief Financial Officer
outcomes / measured
−27%
DSO
+31%
Net recovery
99.7%
Compliance score
−19%
Cost / recovery
Retail · National Specialty Retailer

Q4 felt like every other month — at 12-language scale.

Omnichannel CX with real-time AI translation, dedicated VIP pods, and intelligent routing across 4,200 stores.

Challenge
Peak-season volume regularly broke service levels, and multilingual coverage was inconsistent across acquired brands.
Approach
AiCX deployed real-time AI translation, an Intelligent CX routing layer, and a dedicated VIP pod for top-tier loyalty members — with a single agent desktop across all brands.
Outcome
Service level held at 90/30 through peak, NPS rose 15 points, returns AHT dropped 24%, and zero-day churn fell sharply.

"Q4 felt like every other month."

— VP Customer Experience
outcomes / measured
90/30s
Service level (peak)
12
Languages
+15 pts
NPS
−24%
Returns AHT
Energy & Utilities · Gulf Coast Utility

1.2M outage notifications in 48 hours — before landfall.

Storm-response program scaling outbound notifications, inbound IVR, and field coordination during a Cat-4 hurricane.

Challenge
Hurricane Ian-class events required 10× normal customer contact capacity — across voice, SMS, and IVR — with zero tolerance for downtime.
Approach
AiCX activated its disaster-recovery surge model, deployed proactive AI outbound, redesigned the storm IVR for containment, and ran a 24/7 NOC alongside the utility's incident command.
Outcome
1.2M notifications delivered in the first 48 hours, IVR containment up 41%, average wait time down 68%, and customer effort scoring improved 31%.

"AiCX was ready before the storm made landfall."

— Director, Customer Operations
outcomes / measured
1.2M
Notifications / 48h
+41%
IVR containment
−68%
Wait time
−31%
Customer effort
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