Insurance Giant Reduces Average Call Duration By 33% With Virtual Agents

A conversational AI-powered solution transforms an insurance company’s customer experience (CX)- reducing hold times and agent transfers and boosting customer satisfaction.

Hero Image
The Challenge

The nation’s largest publicly held insurer for auto, property and life coverages was experiencing lengthy hold and service times for its callers. They wanted a more modern approach to servicing their clientel- one that would empower customers to complete inquiries and self-service transactions quickly while maintaining their high level of customer support standards.

The Solution

The insurer partnered with Waterfield Tech to help develop a data-driven conversational AI strategy for creating a natural, streamlined customer experience. They opted for a virtual agent solution that would align their technology, people and processes and solve for inefficiencies by

  • Provide an open language “How can I help” greeting to better understand and route callers
  • Automate the most common customer requests
  • Reduce average handle time (AHT)

The solution would be supported by an optimization management system designed to enable a regular cadence of quick iterative updates based on customer actions and performance metrics.

The Results

The virtual agents proved to be highly effective and well-received by customers resulting in

  • reduced AHT by 33%
  • reduced agent escalations by 6%
  • boosted CSAT by 8%.

The insurance company was delighted with the results, and the virtual agent’s performance continues to improve because of the ongoing bot management program.

Ready to speed transformation in your contact center? Let’s talk.

More Client Stories

Contact Us

Join Our Team

We're hiring innovative, passionate team players.

See all open positions
NEXT Shuffle