United StatesTechnology and telecom2020 – ongoingViasat
AI conversation analysis for marketing and online purchasing
Viasat reported a 74% increase in handled-call conversion across its wider Invoca program
Problem
Viasat could not reliably connect digital advertising with telephone sales. During the pandemic, unqualified callers also overwhelmed its contact centers.
Approach
Viasat integrated Invoca with its advertising and customer analytics systems. Marketing teams used AI analysis of conversations to investigate abandoned online purchases. The wider program also changed call routing and geographic advertising.
Results
Takeaway
The reported conversion increase covered the wider Invoca program; it did not isolate conversation AI's contribution.
Categories
- Industry
- Technology and telecom
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Invoca described AI analysis of calls alongside marketing integrations and routing changes. It reported a 74% increase in handled-call conversion for the combined program.
Full details are in the original sources.