In today's competitive landscape, customer support teams face mounting pressure: reducing costs, speeding response times, raising satisfaction, and increasing retention—all while handling an ever-increasing volume of inquiries. Training (or onboarding) new staff is expensive, time-consuming, and often insufficient to keep up with peaks in demand—particularly for repetitive tasks like billing inquiries, order status updates, or policy questions. Many support leaders recognize that their teams spend a disproportionate amount of time on low-complexity requests, eroding both productivity and morale.

Imagine a world where your support infrastructure can scale instantly, operate 24/7, deliver lightning-fast responses, and continuously improve—all without increasing onboarding costs. That's the world of Ontopix Virtual Agents. They seamlessly take over routine workflows, deflecting high-volume inquiries so human agents can focus on complex or emotionally sensitive cases. Let's explore how real organizations have achieved dramatic improvements—and how you can too.

Real-World Results: Who's Already Winning

1. Wealth Management (Cognizant Client)

A large U.S. wealth management firm was overwhelmed by repetitive, low-complexity calls. By deploying a conversational AI virtual assistant to handle its top 400+ frequent inquiries, they achieved:

• US $6.7 million in operating cost savings,
• 166,000 fewer support calls,
• A 5 % boost in customer experience scores (Cognizant case study) (www.cognizant.com).

2. Telecommunications (Vodafone / TOBi)

Vodafone and IBM introduced “TOBi,” a virtual agent capable of resolving 70 % of customer requests, including billing and technical questions. This dramatically reduced transfers to human agents and lowered support loads across markets (nexgencloud.com).

3. Industry-Wide Impact (Sobot Case Studies)

Across industries in 2025, advanced AI customer-service platforms delivered:

• Up to 30 % reduction in operational costs
• Up to 50 % less total resolution time
• First contact resolution improvements of 40 %
• NPS and CSAT gains between 15-25 points
• ROI of 300-400 % over three years (Sobot reporting) (Sobot).

Specific examples include:

• OPPO achieved an 83 % chatbot resolution rate, a 57 % rise in repurchase rate, and positive feedback at 94 % (Sobot).
• Retail/e-commerce firms saw 90 % reduction in knowledge-base maintenance, 68 % fewer staff needed during peaks, and 30 % lower operational costs (Sobot).

4. Larger Enterprises (Microsoft)

Microsoft reported savings of over US $500 million in 2024 through AI-powered improvements in call center productivity, customer support, and sales assistance—while also boosting revenue by about 9 % (IT Pro).

5. Healthcare Insurance (NIB, Australia)

Australia's NIB insurance firm saved AU $22 million, reduced the need for human support by 60 %, and cut inbound phone volumes by 15 %, thanks to its AI assistant “Nibby” (The Australian).

Why It Works—and Why It Matters to You

Scaling Without Onboarding

Ontopix Virtual Agents deploy instantly, operate 24/7, and require no ongoing training costs. They can absorb seasonal peaks or sudden demand without adding to your staffing budgets.

Immediate, Consistent Responses

No hold times, no fatigue, no drop-off. AI agents can deliver accurate, consistent answers in seconds—improving satisfaction and reducing call resolution times.

Automating the Repetitive, Elevating the Human

With Ontopix handling routine queries, human agents focus on high-value, relational support—improving morale, reducing attrition, and better serving complex scenarios.

Data-Driven Operational Gains

Virtual agents collect rich interaction data, enabling continuous self-optimization. And with automated auditing via Ontopix's Virtual Auditor, you can assess performance, sentiment, and compliance without extra human effort.

Proven ROI at Scale

As the examples show—from millions saved in financial services, to hundreds of millions at Microsoft—this isn't theory—it's proven across industries.

If they achieved these results, so can you.

What You Can Do Next

1. Identify high-volume, low-complexity inquiries suitable for automation.
2. Run a pilot with Ontopix Virtual Agent on a single channel or topic.
3. Track KPIs: cost per inquiry, resolution time, CSAT / NPS, load on human agents.
4. Scale gradually, combining hybrid workflows where AI handles easy tasks and humans step in as needed.
5. Leverage Virtual Auditor to continuously monitor quality, compliance, and outcomes.

Conclusion

Customer support leaders know all too well the pain of soaring onboarding costs, long response times, and stretched teams. But real companies—across finance, retail, insurance, tech—have slashed costs by 30-70 %, boosted NPS and retention, and unlocked fresh efficiency with AI virtual agents. Ontopix Virtual Agents bring you those benefits—immediately, scalably, and sustainably. If they did it, so can you.

References

• Cognizant case study: wealth management firm savings and call relief (www.cognizant.com)
• Vodafone/IBM TOBi resolved 70 % of inquiries (nexgencloud.com)
• Sobot 2025 metrics: cost, speed, satisfaction, ROI across industries; OPPO, retail examples (Sobot)
• Microsoft saved US $500 million via AI-enhanced call centers in 2024 (IT Pro)
• NIB insurer Australia: AU $22 million saved; 60 % less human support; 15 % fewer calls (The Australian)