A conversational AI-powered solution transforms an insurance company’s customer experience (CX)- reducing hold times and agent transfers and boosting customer satisfaction.
Case Study
A conversational AI-powered solution transforms an insurance company’s customer experience (CX)- reducing hold times and agent transfers and boosting customer satisfaction.
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 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
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 virtual agents proved to be highly effective and well-received by customers resulting in
The insurance company was delighted with the results, and the virtual agent’s performance continues to improve because of the ongoing bot management program.
