<img height="1" width="1" style="display:none" src="https://q.quora.com/_/ad/634b26489a5540bcbb497fc4c9ac22cc/pixel?tag=ViewContent&amp;noscript=1">


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




The Customer

A+ rated insurance company offers automobile, homeowners, and other personal lines of insurance, including roadside assistance, through partnerships with its clubs in 23 states in the US. The company has 3,500 total employees across all of its locations and generates $2.80 billion in sales.


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.


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.

Interactions -icon


trained utterances covering 26 key intents
containment -icon


Queries contained within ‘My Policy’ virtual assistant


scaled up in covid-19


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


Our Clients


Fortune 2000 companies
Top 4 banks Top 3 healthcare


Enterprise consumers
interact with Kore.ai technology 


Employees use Kore IVAs
to automate 1 billion plus interactions across 35+ channels


Automate Rates
based on use case


In cost reduction
delivered to consumer operations since 2015

Read the complete story