Fortune 500 Life Insurer Transforms Contact Center with AI
Overview.
A Fortune 500 life and health insurer providing financial protection to more than 50 million people worldwide, aimed to modernize its contact center with 24x7 digital customer interactions, reduced live person interactions by automating the CSR capabilities, and automated routine queries by reducing manual intervention. Coforge's solution, leveraging Pega and AI technologies, reduced live interactions by 10%, improved agent experience, and delivered faster customer service.
This Tier One insurer faced limitations in its contact center:
High Call Volume: High volume of inbound calls overwhelmed resources.
Limited Digital Channels: Lack of robust digital options limited customer self-service.
Legacy Infrastructure: Outdated systems hindered efficient operations.
Solution
Coforge implemented a comprehensive AI-powered solution using Pega:
Virtual Assistants: Introduced chat and email bots with customer authentication for routine inquiries.
Natural Language Processing (NLP): Enabled bots to understand customer intent and categorize interactions.
Automated Workflows: Streamlined routing of escalated cases to specialists for efficient handling.
Sentiment Analysis: Prioritized work queues based on customer sentiment identified through interactions.
Customer 360 View: Provided CSR specialists with a 360-degree customer view for a holistic view of Customer information, his/her policies, and claims, improving resolution time.
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