AI Reduces Contact Center Workload by 250%

A global insurance company faced a surge in customer inquiries due to the pandemic, overwhelming their contact center. They implemented an AI-powered solution that reduced call volume by 250%, automated 20% of interactions, and saved significant time and costs.

Client:

AXA is a leading global insurance and financial services company with a presence in over 100 countries. The company serves a broad client base, providing insurance (property & casualty, life & health) and financial solutions (asset management, banking) tailored to their specific needs. AXA is committed to using technology to innovate and improve its products and services. The company has a strong track record of investing in artificial intelligence (AI) and is using AI in various ways to transform its business.

Problem Statement:

● Pandemic-Driven Contact Center Overload: The global pandemic resulted in a surge of customer inquiries regarding travel restrictions, overwhelming AXA’s contact center with repetitive questions.

● Need for 24/7 Support: Customers often require immediate assistance in stressful situations, making around-the-clock support crucial.

● Inefficient Handling of Routine Inquiries: Traditional methods were likely time-consuming for both customers and agents, especially regarding basic questions.

● Manual Email Processing: Classifying and processing large volumes of customer emails containing claims documents and information was inefficient.

Results:

☑️ Boosted efficiency by 250%, reducing workload
☑️ Automated 20% of customer interactions
☑️ Saved an average of 3 minutes per 15-minute call
☑️ Prevented fraudulent claims, protecting the business & customers.

AI Solutions:

To address the surge in customer interactions during the pandemic, AXA implemented a Voice Assistant developed by Born Digital. This AI-powered solution tackled routine calls, providing basic information and freeing up overloaded agents for complex issues.

The Voice Assistant extends its usefulness beyond peak periods by collecting crucial information and directing customers to self-service options when agents are unavailable. Furthermore, AXA leverages this technology for various tasks, including travel insurance assistance, claim processing, initial loss verification, health assistance, and damage reporting.

AXA also recognized the potential of AI for email automation, considering the vast amount of customer information received via email. They implemented the Born Digital email classifier, which sorts incoming emails by category (e.g., medical reports) and routes them to the appropriate agent. Additionally, the classifier highlights key information, saving contact center staff valuable time previously spent on sifting through emails.

References:

1. AXA Offers its Customers Omnichannel Self-service with AI Virtual Agents

Industry: Insurance
Vendor: Born Digital
Client: AXA