AI-Powered Contact Center Transformation: 84% Chat Resolution for Leading Health Insurer

Challenges.

The insurer faced several obstacles in optimizing their contact center operations.

Key business challenges:

• High volume of non-value-adding calls.
• Manual procedures dependent on contact center specialists.
• Limited capability of digital channels.
• Long email response times.

Our Solution.

Coforge implemented a comprehensive solution to address the client's challenges.

Key highlights of Coforge's solution:

• Developed a mobile-enabled operations platform using Pega.
• Integrated IVR and CTI systems seamlessly.
• Introduced AI-driven virtual assistant for chat capabilities.
• Incorporated payment processing functionality within the chat system.

The Impact.

• 84% of chat cases resolved by AI Virtual Assistant.
• 67% of monthly email volume managed autonomously.
• Email response time reduced from 8 hours to under 30 minutes.
• 10% quarterly cost savings achieved.