{"id":148046,"date":"2023-04-05T17:58:22","date_gmt":"2023-04-05T12:28:22","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/how-worlds-largest-insurer-improved-cx-during-pandemic\/"},"modified":"2023-04-05T17:58:22","modified_gmt":"2023-04-05T12:28:22","slug":"how-worlds-largest-insurer-improved-cx-during-pandemic","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/uk\/case-study\/how-worlds-largest-insurer-improved-cx-during-pandemic\/","title":{"rendered":"How an insurance giant reduced operational costs by 80% with Yellow.ai"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

World\u2019s largest Insurer sails through pandemic with superior CX and reduced costs<\/h1>\n\n\n\n

<\/p>\n\n\n\n

\n
\n
\"\"<\/figure>\n\n\n\n
\n
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Channels<\/p>\n\n\n\n

Telephony<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
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Use Cases<\/p>\n\n\n\n

Call Center Agent<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
\n
\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

\n

Solution<\/a><\/p>\n<\/div>\n\n\n\n

\n

Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Challenge<\/h2>\n\n\n\n
\n\n\n\n
\n
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An absence of solution to optimize customer reach<\/h3>\n<\/div>\n\n\n\n
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The company expected a drop in policy verification and collections as an aftermath of the pandemic. They were looking for an innovative solution that would help them optimize the customer outreach during the pandemic & reduce operational cost whilst offering superior customer experience.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Voice AI agent<\/h2>\n\n\n\n
\n\n\n\n
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\n

1<\/p>\n\n\n\n

Multilingual Voice Bot<\/p>\n\n\n\n

We built a multilingual voice bot that would help users verify policy details, check policy due date, manage payments, update customer information, set premium due date reminders and more seamlessely.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Smooth integrations<\/p>\n\n\n\n

The bot was integrated with client systems including policy administration, policy management & billing to offer seamless and personalized experience to users. We removed the need of hopping from one application to another, and made it all possible from a single interface.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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3<\/p>\n\n\n\n

Context based intent resolutions<\/p>\n\n\n\n

The multilingual bot had superior context based intent identification to help understand queries better and provide insights from customer interaction to help constantly improve bot performance and understand consumer behaviour. Thus, it wasn’t just a support bot but provided real time resolutions, leading to happier customers.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
\n\n\n
\r\n \r\n
\r\n
\r\n
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\r\n

COST SAVINGS<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

reduction in operational costs<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

HIGH EFFICIENCY<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

higher bot efficiency compared to live agents<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

IMPROVED REACH<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n X<\/span>\r\n <\/div>\r\n

<\/div>\r\n

Scaling capacity<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n","protected":false},"author":1,"featured_media":0,"template":"","categories":[],"case_study_category":[],"coauthors":[],"class_list":["post-148046","case-study","type-case-study","status-publish","hentry"],"acf":[],"yoast_head":"\nHow an insurance giant reduced operational costs by 80% with Yellow.ai - Yellow.ai<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"uk_UA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How an insurance giant reduced operational costs by 80% with Yellow.ai - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"All Success Stories World\u2019s largest Insurer sails through pandemic with superior CX and reduced costs Channels Telephony Use Cases Call Center Agent Challenge Solution Impact Challenge An absence of solution to optimize customer reach The company expected a drop in policy verification and collections as an aftermath of the pandemic. 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