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.
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