Case Studies

Top Health Insurance Provider Reduces Response And Wait Times By 3x With IVR Assistants. Top Health Insurance Provider Reduces Response And Wait Times By 3x With IVR Assistants. The Customer Florida Blue provides health care coverage to over 5 million members throughout Florida. As an independent licensee of the Blue Cross and Blue Shield Association, it offers accessible health insurance solutions to individuals and businesses statewide. Challenge Every day, the Florida Blue contact center handles numerous member inquiries, including requests for digital ID cards, status checks on claims, form submissions, and more. Agents devote most of their time to managing these queries, resulting in prolonged wait times for members and a less-than-ideal customer service experience. To address this challenge, the company sought a solution to automate routine member services through guided self-service options. This initiative aimed to improve customer satisfaction by minimizing wait times and allowing agents to focus on assisting members with more intricate requirements. Solution In order to manage incoming call volumes and member inquiries more effectively, the Florida Blue team created a visual IVR assistant using White Gator AI’s platform. Florida Blue’s results demonstrate the success of this initiative, evident in the satisfaction of both contact center agents and customers. Following the integration of the visual IVR assistant into their contact center, the Florida Blue team has observed a significant improvement in both customer satisfaction and agent productivity. Key Stats 3x Reduction In Response And Wait Times 90% Call Containment Rate 1200+ Member ID Cards Delivered Per Day Explore this case study to discover how Florida Blue utilized Visual IVR Assistants to provide streamlined customer service and enhance the customer experience through White Gator AI’s platform. Download Case Study

Credit Union Reduces Agent-Serviced Calls By 24% In Just 30 Days With IVR Assistants Credit Union Reduces Agent-Serviced Calls By 24% In Just 30 Days With IVR Assistants The Customer Public Service Credit Union, established in 1952, is a community credit union operating across 15 locations in the Metro Detroit Area. As a full-service financial institution, PSCU is committed to delivering reliable financial services to its members. Dedicated to its mission, PSCU aims to provide members with lifelong support. Similar to other credit unions, PSCU operates as a member-owned, not-for-profit financial cooperative, reinvesting profits into its members through reduced loan rates and increased savings yields. Challenge As customer numbers grew, Public Service Credit Union observed a rise in staff stress levels, extended hold times, and apprehension about maintaining their renowned standard of service excellence. Their call center agents: ● Found themselves overwhelmed by routine member queries and requests ● Struggled to introduce new, enhanced member service offerings Solution An intelligent virtual assistant was deployed, enabled for voice, and seamlessly integrated into the credit union’s current IVR system – delivering personalized self-service options and 24/7 support to its members. Through the efficient handling of numerous repetitive inquiries, the intelligent virtual assistant (IVA) alleviated the workload on PSCU agents, enabling them to dedicate more attention to outbound sales calls, all without incurring substantial costs. Leveraging White Gator AI’s platform – the PSCU team successfully automated their contact center operations, resulting in a 25% reduction in call volume. Key Stats 24% Reduction in Live-Agent Serviced Calls 70% Call Containment Rate Discover how PSCU’s contact center enhanced member satisfaction using White Gator’s AI’s platform. Download Case Study

Fortune-500 Data Management Company Resolves 40% of HR Queries with AI-Powered Virtual Assistant Fortune-500 Data Management Company Resolves 40% of HR Queries with AI-Powered Virtual Assistant The Customer The American data management firm provides hybrid cloud data storage solutions to its clientele. Consistently listed in the Fortune 500 since 2012, the company boasts a workforce of over 10,000 employees globally. Challenge Employees encountered difficulties in locating answers via the HR portal, while the HR staff faced a barrage of repetitive queries from employees. The company sought an innovative, self-service solution that was both scalable and capable of addressing its employees’ HR-related inquiries. Solution Utilizing White Gator AI’s platform, the company developed and launched the HR FAQ bot on its HR portal. Trained with the 80 most frequently asked questions, it facilitated access to information for both employees and HR staff, including details pertaining to the appraisal system. Key Stats 2 Virtual Assistants – HR, Procurement 40% Reduction In Call-Waiting Time 1 Universal Bot Access All Other Bots Discover in the case study how banking customer service can streamline repetitive inquiries and transactions through automation, resulting in expedited service delivery and reduced costs for human agents. Download Case Study

US Auto Insurer Handles 50% of Informational and Payment Queries with Virtual Assistant US Auto Insurer Handles 50% of Informational and Payment Queries with Virtual Assistant The Customer An insurance company with an A+ rating provides various personal insurance lines such as automobile, homeowners, and more, including roadside assistance, in collaboration with its affiliated clubs spanning 23 states across the US. With a workforce of 3,500 employees spread across its multiple locations, the company achieves annual sales totaling $2.80 billion. Challenge Throughout the year, the company fields more than 450,000 customer calls, with the majority of its service agents occupied by handling routine inquiries related to policy renewals, payment methods, coverage specifics, and similar matters. Scaling these operations posed a challenge, prompting the company to seek a transformation of customer-agent interactions to enhance efficiency and prioritize customer-centric engagement. Solution Utilizing White Gator AI’s Ai platform, My Policy was created as a virtual assistant. Trained with 26 primary intents and 1500 trained utterances, it seamlessly integrates with backend systems to deliver information. Featured on the website, this virtual assistant enhances customer engagement by delivering pertinent updates, enabling live agents to concentrate on intricate inquiries. In instances where the virtual assistant cannot address a query, it smoothly transitions the customer to a live agent while transferring all discussion history, thereby providing the agent with contextual background for further assistance. Key Stats 1500+ Utterances Covering 26 Key Intents 40% Queries Contained Within ‘My Policy’ Virtual Assistant FAQ Scaled Up In Covid-19 Explore the case study to learn how this insurance provider expanded its customer support capabilities and enhanced customer loyalty. Download Case Study

Multinational Banking Leader Achieves 70% Reduction In Call-Waiting Times, $9M In Operational Savings With Virtual Assistants Multinational Banking Leader Achieves 70% Reduction In Call-Waiting Times, $9M In Operational Savings With Virtual Assistants The Customer The New York-based multinational banking and financial services conglomerate serves over 200 million accounts, 2,500 branches, and operates in 160 countries. Challenge The bank’s interactive voice response (IVR) system struggled to address over 40% of customer inquiries related to lost or stolen cards, credit card balance transfers, check orders, loan account statements, and other matters. This led to escalating operational costs as more support requests were directed to human agents instead of being resolved through the IVR system. Solution An intelligent call deflection system and virtual assistant platform was developed, enhancing the customer support program with a seamless omnichannel experience. As a result, customers now have access to assistance around the clock through voice (IVR) or text (virtual assistant) channels. Additionally, customers have the option to engage with a virtual assistant for routine inquiries concerning credit card and banking transactions. Key Stats 52% Call Containment 70% Reduction In Call-Waiting Time $9M+ Savings In Operational Costs In Two Years Discover in the case study how banking customer service can streamline repetitive inquiries and transactions through automation, resulting in expedited service delivery and reduced costs for human agents. Download Case Study

Global Banking Leader Achieves 90% Call Containment Rate with AI Virtual Assistants Global Banking Leader Achieves 90% Call Containment Rate with AI Virtual Assistants The Customer The global financial services company, headquartered in New York, operates across 160 countries. It serves more than 65 million credit card customers through partnerships with 49 firms in North America, primarily large retail sector partners. Challenge The credit card customers of partner companies depend on the bank’s customer service operations, including chat and IVR/contact center services, to resolve their credit card inquiries and requests. On average, the bank’s contact center handles 15 million calls per month related to partner credit card queries, with call volumes increasing by 10-15% annually. The bank sought a cost-effective solution that prioritized customer satisfaction to address this growing challenge. Solution The company introduced a virtual assistant for customer support, developed using White Gator AI’s technology, capable of managing more than 80% of routine inquiries. Calls from customers are seamlessly redirected to web and chat channels. Leveraging advanced NLP and AI technologies, these virtual assistants provide automated responses that closely resemble human interaction, ensuring high accuracy. Key Stats 15M Credit-Card Related Queries Per Month 90% Call Containment Rate 25+ Languages Supported Explore this case study to discover how major corporations are harnessing conversational AI to enhance the efficiency of customer support operations and foster customer satisfaction. Download Case Study

Life Insurer Multiplies Sales Agent Productivity by 4x, Lead Conversions by 50% with AI-Powered Applications Life Insurer Multiples Sales Agent Productivity by 4x, Lead Conversions by 50% with AI-Powered Applications The Customer The large life insurer, with a significant presence in the insurance sector, faced challenges in maximizing sales agent productivity and lead conversion rates. Recognizing the need to streamline sales processes and enhance customer engagement, the insurer partnered with White Gator AI to develop innovative solutions. Challenge The insurer encountered hurdles in effectively converting prospects into customers due to inefficiencies in sales processes and limited agent productivity. Manual data gathering, cumbersome administrative tasks, and disjointed systems hindered the sales team’s ability to provide personalized services and efficiently close deals. Solution In collaboration with White Gator AI, the insurer implemented a tailored SAS software solution to empower sales agents and optimize the lead conversion process. The solution provided a centralized CRM system equipped with AI-powered functionalities, enabling agents to register leads, gather relevant customer data, conduct financial need analysis, and recommend insurance products with ease. Additionally, the solution facilitated online payments and policy issuances for swift sales transactions and enhanced customer satisfaction. Key Stats 50% Increase In Lead Conversion Rates 40% Increase In Sales Agent Productivity

Major Hospital Reduces Claims Processing Time by 40% with AI-Powered Applications Major Hospital Reduces Claims Processing Time by 40% with AI-Powered Applications The Customer The major hospital, a cornerstone of healthcare in its region, faced challenges with lengthy claims processing times, impacting both operational efficiency and customer satisfaction. Seeking to modernize its operations and enhance service delivery, the hospital partnered with White Gator AI to implement innovative solutions. Challenge The hospital’s claims processing procedures were characterized by inefficiencies, resulting in prolonged processing times and diminished customer satisfaction. Manual document submission and verification processes, coupled with the need for extensive adjudication, posed significant challenges to operational effectiveness. Solution In collaboration with White Gator AI, the hospital embarked on a transformative initiative to streamline claims processing. Leveraging AI-powered applications, the solution facilitated seamless document submission, data verification, and automated claims adjudication processes. Key functionalities included claims eligibility checks, deduplication, and authorization request approval, ensuring a swift and efficient claims process. Key Stats 40% Eduction In Claims Processing Time 50% Increase In Process Efficiency 35% Increase in customer satisfaction 55% Increase in STP Explore this case study to discover how major corporations are harnessing AI-powered applications to drive productivity and cost savings. Download Case Study

Multinational Insurer Reduces Operational Costs by 70% with AI-Powered Applications Multinational Insurer Reduces Operational Costs by 70% with AI-Powered Applications The Customer The leading insurer, with a longstanding presence in the insurance industry, grappled with inefficiencies in incident and claims management stemming from manual processing activities. Despite its established reputation, the insurer faced challenges related to limited real-time insights, delays in claims processing, and suboptimal customer engagement. Challenge Manual processing activities hindered the insurer’s ability to efficiently manage incidents and claims, resulting in delayed processing times and diminished customer engagement. The lack of real-time insights further exacerbated these challenges, impacting the insurer’s operational efficiency and service delivery. Solution In collaboration with White Gator AI, the insurer embarked on a transformative journey to modernize its operations. Implementing a telematics solution, the insurer aimed to streamline processes and enhance customer satisfaction. This solution provided real-time reports and fast-tracked the claims process, offering end-to-end visibility and improved engagement opportunities. Key Stats 80% Increase In Customer Satisfaction 30% Reduction In Claims Processing Times 70% Reduction In Operational Costs Explore this case study to discover how major corporations are harnessing AI-powered applications to drive productivity and cost savings. Download Case Study

Top Insurer Accelerates ADR TAT and Productivity with Intelligent Document Processing Top Insurer Accelerates ADR TAT and Productivity with Intelligent Document Processing The Customer A leading insurer encountered challenges in efficiently managing Additional Document Requests (ADRs). Manual processes for ADR intake and response led to delays and hindered productivity. Seeking to streamline operations and enhance efficiency, the insurer partnered with White Gator AI’s team to implement innovative solutions. Challenge The insurer faced inefficiencies in managing ADRs, resulting in delayed response times and impacting customer satisfaction. Manual intake and communication processes consumed valuable time, diverting resources from critical initiatives. Accelerating ADR response times became imperative to improve service delivery and operational efficiency. Solution In collaboration with White Gator AI’s team, the insurer implemented an “Additional Information Module” powered by Intelligent Document Processing (IDP) technology. This module automated ADR intake, tracking, and response processes, enabling rapid turnaround times for ADR requests. Leveraging AI algorithms, the solution streamlined workflows and facilitated quick responses to ADRs, transforming manual processes into efficient and automated workflows. Key Stats TAT Reduction In Adjudicator Effort Productivity Degree View Of Customer, Policy, And Claims Data Explore this case study to discover how major corporations are harnessing conversational AI to enhance the efficiency of customer support operations and foster customer satisfaction. Download Case Study