The Versicherungskammer Group, part of the Sparkassen-Finanzgruppe, implemented Voice AI Agent to modernize their call center. The solution reduced call misdirection, improved customer satisfaction, and allowed agents to manage complex requests more efficiently.
Client: Versicherungskammer Group Industry: Insurance Results: 40% reduction in misdirected calls, increased operational efficiency, enhanced customer and employee experience
Challenges & Solutions
Challenges:
High Misdirection Rate: 40% of calls were misdirected.
Customer Dissatisfaction: Long wait times from ineffective call steering.
Scalability Issues: High costs for handling calls manually.
Solutions:
Automated Call Routing: High-precision intent recognition guided calls to the correct departments.
Real-Time Summaries: Agents received conversation summaries to improve response quality.
Natural Language Processing: Enhanced accuracy in interpreting customer needs.
Process
Phase 1: Discovery & Analysis Analyzed existing IVR systems and identified areas for AI impact.
Phase 2: Development & Integration Customized the AI to align with Versicherungskammer’s specific categories.
Phase 3: Testing & Optimization Validated accuracy and optimized the system based on early user feedback.
Phase 4: Launch & Support Provided continuous support and optimization post-launch
Results
Quantitative Results:
Misdirected calls decreased from 40% to 15%.
Lower operating costs and improved call center metrics.
Qualitative Results:
Higher customer and employee satisfaction, with reduced wait times and better-prepared agents.
Enhanced Customer Experience: Reduced wait times and improved satisfaction.
Operational Efficiency: Streamlined resource use for complex queries.
Project Summary
The Versicherungskammer Group, part of the Sparkassen-Finanzgruppe, implemented Voice AI Agent to modernize their call center. The solution reduced call misdirection, improved customer satisfaction, and allowed agents to manage complex requests more efficiently.
Client: Versicherungskammer Group Industry: Insurance Results: 40% reduction in misdirected calls, increased operational efficiency, enhanced customer and employee experience
Challenges & Solutions
Challenges:
High Misdirection Rate: 40% of calls were misdirected.
Customer Dissatisfaction: Long wait times from ineffective call steering.
Scalability Issues: High costs for handling calls manually.
Solutions:
Automated Call Routing: High-precision intent recognition guided calls to the correct departments.
Real-Time Summaries: Agents received conversation summaries to improve response quality.
Natural Language Processing: Enhanced accuracy in interpreting customer needs.
Process
Phase 1: Discovery & Analysis Analyzed existing IVR systems and identified areas for AI impact.
Phase 2: Development & Integration Customized the AI to align with Versicherungskammer’s specific categories.
Phase 3: Testing & Optimization Validated accuracy and optimized the system based on early user feedback.
Phase 4: Launch & Support Provided continuous support and optimization post-launch
Results
Quantitative Results:
Misdirected calls decreased from 40% to 15%.
Lower operating costs and improved call center metrics.
Qualitative Results:
Higher customer and employee satisfaction, with reduced wait times and better-prepared agents.
