84% chats and 67% of emails answered and resolved by virtual assistant to drive 24x7 digital experience at a contact center for an insurance provider

The Client
Leading provider for supplemental health and life insurance products to 50M customers worldwide

Challenge
  • Outdated/ legacy contact center systems and processes leading to poor client satisfaction.
  • Large volume of non-value adding inbound calls
  • Manual processes dependent on contact center specialists
  • Limited digital channel capability
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Solution
  • A mobile enabled operations platform based on Pega
  • Integrated IVR & CTI with Pega platform and provided chat facility
  • Developed AI based Virtual Assistant for client interaction
  • Implemented Email bot for automated response
  • Implemented bidirectional text (SMS) channel
  • Enabled payment processing facility through chat functionality
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Value Delivered
Improved agent & customer experience by reducing live person interaction & automating routine queries:
  • 84% (59,392 out of 70,294) chat cases resolved by virtual assistant without any human intervention
  • 67% of average monthly volume of 46,000 emails successfully responded by Virtual Assistant - with average response time reduced from 8 hrs. to < 30 mins.
  • Cost savings of $250K per quarter
  • Customer service agents spending more time in value added calls
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