Improving call efficiency and scalability with AI-powered automation
Improving call efficiency and scalability with AI-powered automation
Improving call efficiency and scalability with AI-powered automation
Automaise implemented an AI Conversational Agent hosted on Microsoft Azure. The agent intercepts inbound calls, identifies customer intent and automatically creates cases in Salesforce
Client
Growing health insurance and benefits management provider
Solutions
Industry
Healthcare
Timeline
About the project:
This client is a growing health insurance and benefits management provider whose contact centre was experiencing increasing call volumes and operational pressure as the business scaled. Agents were required to navigate multiple systems to resolve each case, resulting in high handling times. Scaling headcount was costly and constrained by talent availability.
What we did:
Clients' Main Achievements using AI in Customer Service
86% First Call Resolution
Reduced manual workload for agents
Improved operational efficiency
Decreased Average Handling Time (AHT)
Strong service quality (NPS 57, FCR 86%)
The challenge
The client faced several operational challenges:
Increasing call volumes and operational pressure as the business grew
Agents navigated multiple systems per case, leading to high handling times and inefficiencies
Scaling the team was costly and constrained by talent shortages
Needed an AI-driven solution to automate triage and improve efficiency without increasing headcount
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise implemented an AI Conversational Agent hosted on Microsoft Azure
The agent intercepts inbound calls, identifies customer intent and automatically creates cases in Salesforce
Reduced manual triage and improved routing accuracy, freeing agents for higher-value interactions
Microsoft Azure provided scalable infrastructure and enterprise-grade security
Impact:
86%
First Call Resolution
Reduced
manual workload for agents
Improved
operational efficiency
Client
Growing health insurance and benefits management provider
Solutions
Industry
Healthcare
Timeline
About the project:
This client is a growing health insurance and benefits management provider whose contact centre was experiencing increasing call volumes and operational pressure as the business scaled. Agents were required to navigate multiple systems to resolve each case, resulting in high handling times. Scaling headcount was costly and constrained by talent availability.
What we did:
Clients' Main Achievements using AI in Customer Service
86% First Call Resolution
Reduced manual workload for agents
Improved operational efficiency
Decreased Average Handling Time (AHT)
Strong service quality (NPS 57, FCR 86%)
The challenge
The client faced several operational challenges:
Increasing call volumes and operational pressure as the business grew
Agents navigated multiple systems per case, leading to high handling times and inefficiencies
Scaling the team was costly and constrained by talent shortages
Needed an AI-driven solution to automate triage and improve efficiency without increasing headcount
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise implemented an AI Conversational Agent hosted on Microsoft Azure
The agent intercepts inbound calls, identifies customer intent and automatically creates cases in Salesforce
Reduced manual triage and improved routing accuracy, freeing agents for higher-value interactions
Microsoft Azure provided scalable infrastructure and enterprise-grade security
Impact:
86%
First Call Resolution
Reduced
manual workload for agents
Improved
operational efficiency
Client
Growing health insurance and benefits management provider
Solutions
Industry
Healthcare
Timeline
About the project:
This client is a growing health insurance and benefits management provider whose contact centre was experiencing increasing call volumes and operational pressure as the business scaled. Agents were required to navigate multiple systems to resolve each case, resulting in high handling times. Scaling headcount was costly and constrained by talent availability.
What we did:
Clients' Main Achievements using AI in Customer Service
86% First Call Resolution
Reduced manual workload for agents
Improved operational efficiency
Decreased Average Handling Time (AHT)
Strong service quality (NPS 57, FCR 86%)
The challenge
The client faced several operational challenges:
Increasing call volumes and operational pressure as the business grew
Agents navigated multiple systems per case, leading to high handling times and inefficiencies
Scaling the team was costly and constrained by talent shortages
Needed an AI-driven solution to automate triage and improve efficiency without increasing headcount
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise implemented an AI Conversational Agent hosted on Microsoft Azure
The agent intercepts inbound calls, identifies customer intent and automatically creates cases in Salesforce
Reduced manual triage and improved routing accuracy, freeing agents for higher-value interactions
Microsoft Azure provided scalable infrastructure and enterprise-grade security
Impact:
86%
First Call Resolution
Reduced
manual workload for agents
Improved
operational efficiency
