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.


  • Outdated/ legacy contact center systems and processes leading to poor client satisfaction.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


  • 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.
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