Inbound Call Automation — National Insurance Provider
68%
Calls resolved without agent involvement
8.4→2.1min
Average handle time for routine queries
62%→89%
First-call resolution rate
£2.1M
Annual contact centre cost reduction
The Challenge
A national insurance provider's call centre was handling 180,000 monthly inbound calls — 71% of which were routine policy queries, payment processing, and claims status checks. Average handle time was 8.4 minutes, first-call resolution was 62%, and seasonal peaks required expensive temporary staffing.
What We Built
We deployed a voice AI system handling the top 14 call intent categories: policy lookups, payment processing, claims status, address changes, and coverage queries — with natural conversation flows, live data integration with the policy management system, and seamless escalation to agents for complex cases with full conversation transcript.
“We absorbed a 40% increase in call volume during renewal season without adding a single agent. The voice system handled the surge.”
— Director of Customer Operations
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