Car insurer seamlessly handles call spikes with AI driven automation
The insurer launched a Voice AI solution to automate credit card payment updates. Following early successes, it expanded the service to handle inbound emergency roadside service calls, tow truck dispatch calls and more. The AI now resolves 30% of daily call volume and can scale seamlessly on busy days. Call centre agents can now focus on complex or high-emotion cases, and have additional time for training promoting upward mobility.