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, some called to get the phone number of the claims adjuster, others called to find out the status of a claim.
With the resources available, we were able to serve just over half of the requests. Today, thanks to the 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 a voice assistant capable of handling all telephone traffic relating to claims enquiries.
Calls handled by virtual assistant in first 4 months of operation
The number of memos opened independently by the assistant within the insurance company's systems
callers' requests were handled autonomously by the assistant without the need for a human operator to intervene