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

• Provide an open language “How can I help” greeting to better understand and route callers
• Automate the most common customer requests
• Reduce average handle time (AHT)

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

• reduced AHT by 33%
• reduced agent escalations by 6%
• boosted CSAT by 8%.

The insurance company was delighted with the results, and the virtual agent’s performance continues to improve because of the ongoing bot management program.

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