Auto Insurance Major from North America Deploys Virtual Assistant that Handles 50% of Informational and Payments Queries

Challenge

The company receives over 450,000 customer calls round the year. Most of its customer service agents are busy answering repetitive queries pertaining to policy renewal, payment options, coverage details, and so on and it was difficult to scale. Company wanted to transform customer-agent interactions to make it more efficient and customer-centric engagement.

Solution

My Policy, a virtual assistant was built using the Kore.ai Experience Optimization (XO) platform. The assistant was trained with 26 key intents and 1500 trained utterances and integrated with backend systems to serve information. The virtual assistant made available on the website improved customer engagement by providing relevant updates and allowing live agents to focus on complex queries. When the virtual assistant is unable to handle a query, it seamlessly connects the customer with a live agent passing on all the discussion history, thereby equipping the agent with the contextual background to take it forward.

Read the case study to find out how this insurer scaled its customer support function and increased loyalty.