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CASE STUDY

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

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Auto-Insurance-Major

 

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.

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 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.

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1500+

trained utterances covering 26 key intents
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40%

Queries contained within ‘My Policy’ virtual assistant
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FAQ

scaled up in covid-19

 

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

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Our Clients

100+

Fortune 500 companies 

Top 4 banks, Top 3 healthcare

70m

Enterprise consumers

interact with Kore tech

500k

Employees use Kore bots

automate 1B+ interactions

15%-75%

Employees use Kore bots

Automation Rates

$500m

In cost reduction

delivered since 2015

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