The insurance company ITAS received a large number of calls to its switchboard. The reasons why the insurance customers called were often the same and repeated over time: some called to get information about a payment, others to get the contact details of the claims adjuster, others to find out the status of a claim.
That's why ITAS chose Indigo.ai to implement an innovative solution to automate the most common customer calls, in order to reduce the workload of its operators and provide its infrastructure with a system that could be reached 24/7.
With the resources available, we were able to serve just over half of the requests. Today, thanks to the Indigo.ai voice assistant, our response capacity is up to 80% and thanks to a more efficient communication flow, our people are engaged on more complex and specialised responses.
Indigo.ai, in collaboration with its partner IFM - already a contact centre provider for ITAS - has developed an IVR system, i.e. an interactive voice assistant capable of handling all telephone traffic relating to claims enquiries.
The IVR voice assistant is fully integrated with ITAS services and is therefore able to give detailed information on claims to customers who request it and, in appropriate cases, to pass to the operator all the information already collected during the call between the customer and the virtual assistant. For the construction of the voice assistant Indigo.ai analysed the call centre call history and conducted a series of exploratory interviews with operators, through which fundamental insights were extracted for the construction of the IVR system Knowledge Base and for the design of its User Experience.
Calls handled by voice assistant in first 4 months of operation
The number of memos opened autonomously by the voice assistant within the insurance company's systems
Callers' requests were handled autonomously by the voice assistant without the need for a human operator to intervene.
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