Insurer Leverages AI to Boost Contact Center Efficiency by 20%

A leading device insurance, warranty, and support services provider needed help extracting actionable insights from contact center data and improving the customer experience. By implementing AI-powered solutions, the company achieved 20% faster issue resolution, a 15% increase in First-Call Resolution, and improved overall customer satisfaction.

Client:

A company that specializes in offering insurance, warranties, and support services for consumer electronics, cell phones, and home appliances.

Problem Statement:

● Inability to extract actionable insights from contact center data.
● Inaccurate QA system that needed to reflect actual customer experience.
● Ineffective metrics that didn’t capture the nuances of customer interactions.
● Need for a deeper understanding of customer needs.
● Lack of tools for analyzing conversations in compliance with regulations.

Results:

☑️ 20% faster issue resolution: Real-time agent assistance led to quicker customer service.
☑️ 15% increase in First Call Resolution: More customer issues resolved on the first call.
☑️ Improved QA Scoring: AI generated accurate scores, reflecting actual customer experience and enabling targeted agent training.
☑️ Identified Customer Pain Points: AI analyzed feedback to help the company proactively address customer concerns.

AI Solution:

Faced with massive unanalyzed contact center data, the insurance company sought an AI solution to unlock valuable customer insights. Level AI’s suite of tools addressed these challenges:

● AI-powered QA Scoring: This replaced their existing rule-based system with AI, generating more accurate scores that reflected the true customer experience. This allowed for targeted agent training based on their strengths and weaknesses.

● Voice of the Customer (VoC) Analysis: Level AI’s VoC solution analyzed customer feedback from various sources. This helped the company identify recurring customer pain points and proactively address them, improving overall satisfaction.

● Real-time Agent Assist: Level AI empowered agents to resolve issues faster by providing real-time guidance and support during calls. This led to a significant reduction in average handle time and an increase in first-call resolution rates.

References:

1. Level AI Transformed Contact Center Operations to Uncover Customer Insights for an Insurance Provider

Industry: Insurance
Vendor: Level AI
Client: Insurance Provider