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.
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.
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.