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- Outdated/ legacy contact center systems and processes leading to poor client satisfaction.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
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.
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.
