205 documented AI implementations across commerce — filterable by industry, value chain, technology, and outcome. Every entry is sourced and quantified where the data exists.
Real-world AI implementation case studies for commerce — filter by value chain, industry, business model, technology, and outcome to find the deployments closest to your own.
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Telecommunications2025
DTDeutsche Telekom
Deutsche Telekom upskills 8,000 agents with AI coaching engine, lifting first-time resolution 10% and NPS by 14 points
Partnering with McKinsey's QuantumBlack, Deutsche Telekom built a hyper-personalized AI capability engine that reduced transferred calls by 2% and increased first-call resolution by 10%, while boosting customer satisfaction by 14 NPS points.
10% increase (call center)First-Time Resolution
2% reductionCalls Transferred
+14 pointsNPS
8,000 agentsAgents Trained
Generative AIB2C
Telecommunications2024
VZVerizon
Verizon deploys generative AI to analyze 170 million annual calls and prevent more than 100,000 churn cases
Using generative AI to predict call intent with 80% accuracy, Verizon matches customers to the most suitable agents from its 60,000-strong team, preventing potential churn at scale.
80%Call Intent Accuracy
100,000+ casesChurn Cases Prevented
170M calls/yrAnnual Calls Analyzed
Generative AIB2C
Telecommunications2024
VFVodafone
Vodafone's TOBi and SuperTOBi Handle Up to 70% of Customer Interactions at Less Than One-Third the Cost of Live Chat
Vodafone's virtual assistant TOBi, now evolving into the GenAI-powered SuperTOBi across 13 European and African markets, resolves up to 70% of all customer inquiries autonomously — at less than one-third the cost of live agent chat — while SuperTOBi's first-time resolution rate jumped from 15% to 60% in Portugal.
70% autonomouslyInteractions Handled
<1/3 cost ratioCost vs. Live Chat
60% (from 15%)First-Time Resolution
14 pointsNPS Improvement
Generative AIB2C
Telecommunications2023
TLTELUS
TELUS unifies 15 data sources with Adobe Customer Journey Analytics to proactively reduce call volumes
By stitching together 15 siloed data sources — including web, app, billing, chatbot, and call center — into a single customer journey view, TELUS identified that call spikes occur 3–4 days after bills are sent and implemented targeted push notifications to address billing confusion before customers call.
15 sourcesData sources unified
3–4 days after billingBill spike call window
Machine Learning (classification)B2C
Telecommunications2022
BTBT Business
BT Business's 'Albert' AI Knowledge System Lifts First-Contact Resolution 8% and NPS 5% Across 10,000 Contact Centre Agents
After merging four separate agent knowledge bases following the EE, BT, and PlusNet integration, BT Business deployed an eGain-powered AI guided-help system called Albert — achieving an 8% improvement in first-contact resolution, a 5% NPS increase, and a 50% reduction in agent time to competency.
8%First Contact Resolution Improvement
5%NPS Improvement
50% fasterAgent Time-to-Competency
10000 agentsAgents Covered
Generative AIB2B
Telecommunications2019
TNTelenor
Telenor's AI virtual agent Telmi exceeds ROI goals in under 12 months, driving customer satisfaction and revenue gains
Scandinavia's largest telco deployed Telmi, a conversational AI virtual agent built with Boost.ai, in January 2019, exceeding its business and ROI goals within the first year and providing a platform for ongoing customer experience investment.
Generative AIB2C
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