Development of an AI-Powered Voice Assistant for Customer Support Automation in Insurance Services

The insurance company faces increased customer inquiries leading to extended wait times, support team overload, and delays in issue resolution. Support specialists struggle to efficiently handle higher volumes, resulting in longer call wait times and an increased number of callbacks, especially during timesensitive claims processing.

A mid to large-sized insurance company operating across multiple countries, managing a high volume of customer interactions annually.

• Automate the resolution of a significant portion of incoming customer issues to reduce manual workload.
• Achieve a first-call resolution rate exceeding 80%.
• Resolve at least 60% of customer issues independently without human intervention.
• Decrease average customer call handling time to under 30 seconds per interaction.
• Improve overall customer satisfaction and reduce time-to-resolution.

• Automated call handling and issue resolution for up to 60% of all incoming customer issues.
• Natural language understanding to interpret customer queries accurately.
• Integration with customer databases and CRM systems for real-time data retrieval and updates.
• Ability to escalate complex issues to human agents when necessary.
• Logging and tracking of all customer interactions for quality assurance and training.
• Data analytics for monitoring performance metrics such as FCR and resolution times.

• Customer database / CRM systems for data retrieval and record updates
• Backend support systems for issue categorization and escalation
• Analytics and reporting platforms for monitoring performance
• Voice processing APIs

• Handle high call volumes with minimal latency
• Ensure data privacy and compliance with relevant regulations (e.g., GDPR, HIPAA)
• Achieve at least 84% first call resolution rate
• Ensure system uptime of 99.9%

The implementation is expected to automate approximately 60% of customer inquiries, leading to a 51% reduction in resolution time, increased first-call resolution rate to above 84%, and a decrease in average handling time per call to under 30 seconds. These improvements will enhance customer satisfaction, reduce operational costs, and allow support staff to focus on more complex or high-value tasks.