AXA Reduces Average Handle Time by 20%+ Using Modern, Connected Verint Open Platform
AXA transformed its retail business (servicing and claims) customer journey with Verint Open Platform and best-of-breed engagement solutions. Now, the leading global insurer is surfacing intelligent insights to drive increased productivity and business growth.


The results
- 23%
Reduced customer renewal average handle time by 3 minutes within servicing business unit.
- 34%
Lowered supplier call volume by 34%
- 93%
Increased first contact resolution from 87% to 93%
About AXA

Opportunity

Proactively reimagine the insurance customer experience

Solution: Verint Open Platform drives modern, connected future
With the move to Verint Open Platform and integration of Verint Da Vinci AI-powered Speech Analytics and Verint Desktop and Process Analytics, AXA’s retail customer service group now has connected, intelligent, holistic analytics, that drive CX automation.
“When Verint Speech Analytics was redeployed, the call categories were rebuilt as smaller modules to align with desktop processes,” says McGuire. “With robust testing, transcription accuracy reached 95 percent, ensuring greater confidence in the data insights shared with the business.”
During this phase, uncategorized calls were reduced from 20 percent to eight percent, increasing the breadth of interactions and insight.
Other innovations included:
- Customer renewal journey within the servicing business unit: Analysis of the end-to-end renewal process discovered, for example, how long it took to accept a renewal and the journey taken by ”hagglers” versus those who just accept the renewal. Using Verint Speech Analytics and Verint Desktop and Process Analytics, the team made recommendations to adjust or bypass scripts to streamline the customer journey.
- Home claims customer contact: Analysis of contact and repeat contact found approximately 1,200 calls per month related to AXA’s suppliers, such as plumbers performing insurance repairs on behalf of the insurer. Using Verint Open Platform, the AXA team examined why suppliers were calling and took appropriate action to reduce unnecessary contact.
- Implementation of new CRM tool in servicing business unit: The implementation of a new CRM tool led to an unexpected 25 percent increase in average handle time (AHT), which impacted the customer experience. Verint Desktop and Process Analytics revealed that agents were struggling with certain processes and, in turn, had to spend time reading content while engaging with customers. Processes were re-engineered to streamline the CRM-related customer journey and make it easier for agents to complete processes in a timely manner.
- First notice of loss process: First notice of loss (FNOL) calls traditionally had long handle times. Using Verint Open Platform, the team broke down the FNOL claim process into individual steps. For example, did the claim feature multiple vehicles? Was there a personal injury involved? Further, use of a ”complexity matrix” led to the introduction of a predictive AHT based on the complexity of each claim, with the insights also informing subsequent resource planning.
Benefits: Reducing AHT by 23 percent in insurance servicing
