Car insurer seamlessly handles call spikes with AI driven automation
Challenge
On an average day, the leading auto insurer (with over 2.5million members) received 3,000 customer calls. However, during extreme weather, call numbers would triple. These unpredictable spikes posed a huge challenge. Costs were hard to manage, and the call centre was often understaffed leading to long customer wait times and staff burnout.
Solution
The insurer launched a Voice AI solution to automate credit card payment updates. Following early successes, it expanded the service to handle inbound emergency roadside service calls, tow truck dispatch calls and more. The AI now resolves 30% of daily call volume and can scale seamlessly on busy days. Call centre agents can now focus on complex or high-emotion cases, and have additional time for training promoting upward mobility.
Outcome
- Automated 30% of all call volumes
- Increased call completion rate x2
- Increased NPS for roadside calls to 82
- Decreased hold times
Our approach is focussed, hands on and delivers material business outcomes
Unlocking Competitive Advantage
