The Problem

The UK Insurer was facing challenges due to long hold times in its contact center, stemming from the difficulties faced by the agents in locating relevant information related to policies and procedures. This resulted in response delays, frequent supervisor interventions, and inaccurate responses.

500+ agents

300,000+ call per month

30% supervisor escalations

10% errors leading to damages

The Solution

Fractal implemented its Senseforth GenAI Knowledge Assist solution to ingest thousands of knowledge articles from Sharepoint and Salesforce and provide natural language interface for agents to ask questions and get fast and accurate answers to their queries. The solution was implemented in just 8 Weeks in client’s cloud of choice and used an Open Source LLM to secure all client data.

The Impact

10%

Projected AHT reduction

20%

Less supervisor escalations

80%

Less erroneous responses

85%

Accuracy on responses

8 Weeks

Implementation time

2 MIL

Projected savings per year
10%
Projected AHT reduction
20%
Less supervisor escalations
80%
Less erroneous responses
85%
Accuracy on responses
8 Weeks
Implementation time
2 MIL
Projected savings per year

Enable better decision making