United StatesPublic sector2025 – ongoingFederal Retirement Thrift Investment Board
TSP conversational voice response and AVA
AFS reported 56% fewer exchanges per interaction with TSP's public virtual assistant
Problem
Callers previously navigated menus to explain their needs.
Approach
Accenture Federal Services introduced conversational AI for inbound calls. The public AVA assistant also supported AI conversations.
Results
56%decrease in average exchanges per AVA interaction, reported by AFS
Takeaway
Fewer exchanges measured conversation length, rather than resolution accuracy.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
[1]Federal Retirement Thrift Investment Board27 Jan 2026
AFS described operational conversational services. It reported shorter AVA interactions.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026