High AHT reduction achieved
Major dip in escalations
Significantly fewer agent errors
Large annual savings
The challenge
Overcoming inefficiency in the contact center
A UK insurer’s contact centers suffered from long hold times and frequent errors due to inefficient keyword-based searches. Agents struggled to find the right information, causing delayed responses, escalations, and inconsistencies. This damaged customer satisfaction and increased operational costs.
Key challenges
Frequent interaction errors
High supervisor intervention rates
Low efficiency amid monthly calls
Agents spending excessive time searching data
The solution
An efficient AI-powered knowledge retrieval framework
AI-backed retrieval
OCR for image-based info
Semantic search via LLMs
Integrated sharepoint/policy docs
Faster agent responses
Reduced manual lookup
Quick, accurate answers
Consistent knowledge base
Implementation approach
1
Deployment
Weeks long setup
AWS-based integration
Secure data handling
2
Training and customization
Multiple docs
OCR-enabled retrieval
Semantic search tuning
3
Enterprise rollout
Rapid adoption
Continuous learning
Ongoing enhancements
The impact
Unlocking efficiency and customer satisfaction
Operational efficiency & scalability
Significant
AHT reduction
Timely replies
Improved data discoverability
Optimized agent performance
Customer experience gains
Lower
Escalations
Improved satisfaction ratings
Up-to-date, accurate insights
Repeatable high standards
Financial & strategic benefits
High
annual savings
Improved retention cost-efficiency
Strengthened bottom line
Streamlined operational expenses
Looking ahead
Extended use cases & channels
Rolling out to other insurance lines
Continuous AI innovation
Integrating advanced LLM models
Scalability and adoption
Extending solution enterprise-wide
