Scotiabank is one of North America’s premier financial institutions. With over 57,000 employees, Scotiabank Group and its affiliates serve approximately 12 million customers in 50 countries around the world.

• 98% of all visitor questions answered with 1 right answer
• Implementations in retail banking, call centers, small business banking centers
• Rated as #1 in online customer service by Gomez
• ROI in first month
• Provided ideas for new service offerings and improved business processes to supports customers and small business banking staff

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• 98.5% of all visitor questions answered with 1 right answer
• Email volumes down 74%, telephone queries down 28%
• Online conversion to bookings increased by 35% in the first 45 days
• ROI in first 2 months
• $875,000 savings in first 7 months
• Business improvements resulting from visitor insights captured in 24x7 research agent -(i) identified new product opportunities such as trailer rentals, (ii) identified need to move online booking engine to home page

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VIA Rail is Canada's national rail operator, serving 3.9 million passengers annually with a schedule of 480 trains per week.

• 98.5% of all visitor questions answered with 1 right answer
• Self-service query volumes increased 5 times since start, while staff levels were reduced 66%!
• Online conversion to bookings increased by 100%
• Daily emails reduced by 87%
• Business improvements driven from visitor insights captured in 24x7 research agent - (i) introduced private rail cars for company functions based on volumes of requests, (ii) moved online booking engine to home page
  

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Athabasca University (AU) is Canada's leading distance-education and online university with over 37,000 students per year, following a period of rapid growth which has seen enrollment double over a six-year period.

• $5 saved for every $1 invested in IntelliResponse – 500% ROI
• Over 1 million questions asked since go-live in 2003
• 20,000 queries per month with over 95% answered with One Right Answer
• Total queries have risen 52% in last 4 years, but staffing has increased by only 13% due to IntelliResponse
• Emails virtually eliminated
• Quality of staff interactions with students increased due to elimination of repetitive questions – average call time has increased by 31%

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• 84% of all student questions answered with 1 right answer 24x7
• Over 2 million questions asked
• 85% reduction in email volumes, facilitating dramatic improvements in level and quality of live interactions by student services staff
• 25 headcount savings in future staff needs

Temple University is a comprehensive public research university with more than 34,000 students, and is the 6th largest provider of professional education in the United States.

• Answered nearly a quarter of a million questions since implementation two years ago
• Saved almost 20,000 hours of work for admissions staff - equates to about 6 full-time staff
• Capturing every question asked allows Temple University's various departments to offer optimal service and satisfaction

Cincinnati State Technical and Community College offers programs to nearly 14,000 students from the Tri-State and 49 countries.

• 98% of questions successfully answered
• Savings of 204 hours of work per month for the already busy staff.
• Guaranteed consistency of the responses and tone, something almost impossible to achieve over the telephone