Our client, a large US health insurer, had 98% of their calls going unmonitored due to the significant cost and time involved. Manual monitoring and auditing practices were costly and covered a mere 2% of calls. The absence of comprehensive insights resulted in missed opportunities in crucial areas such as customer retention, compliance adherence, and valuable agent training. Additionally, incomplete agent notes caused missed opportunities to bolster customer relationships and optimize service quality.
We implemented our forward-looking ‘Customer Interaction Insights (CII)’ solution, leveraging cutting-edge technologies such as generative AI and large language models. CII automated the analysis of conversations at scale, deriving signals and insights from voice call transcripts. The solution focused on delivering higher accuracy with lower training needs and covered call reasons, intents, competitor mentions, sentiments, attrition indicators, escalation, call summaries and other agent KPIs.
100%
Coverage through automation
85%
Accuracy through insights
30%
Compliance improvements
20%
Retention improvement
80%
Reduction manual call audits
20%
NPS improvements
Enable better decision making
