Fortune 100 Insurer Uses CX/EX Scoring Bot to Elevate Customer Experience

A Fortune 100 insurance company known for its customer focus and dedication to building trust and retention faced significant challenges in its contact center operations.

Results

-28 seconds
a 5% savings in average handle time
+13%
improvements in talk time consistency
+30 percentage point
improvements in quality outcomes among agents

Opportunity

A Fortune 100 insurance company known for its customer focus and dedication to building trust and retention faced significant challenges in its contact center operations. With 50 million customers across 40 countries, delivering exceptional customer experience is critical. However, the demanding agent environment, limited time for recovery between calls, and low agent motivation and engagement negatively impacted customer satisfaction.

The company needed to improve call quality and consistency while reducing operational costs. Above all else, the organization values “winning with integrity,” meaning that any solution the team introduced would need to maintain a commitment to fairness and equity.

“Cogito helps me keep an eye on the customer experience my team members are providing and lets me know if I need to stop and listen in on a call to provide feedback to my team in real-time”
Supervisor, Team Leader

Solution

To tackle the mounting customer experience challenges in the contact center, the insurer implemented the Verint CX/EX Scoring Bot, formerly Cogito.

The CX/EX Scoring Bot leverages unique AI models to analyze conversation dynamics and deliver actionable insights for enhancing customer and employee experiences. It detects and interprets changes in customer sentiment and intent, providing agents with guidance on the best actions to resolve issues. The bot also offers rich and redacted transcripts immediately after each call, summarizing the conversation to facilitate effective follow-ups.

The CX/EX Scoring Bot provides supervisors with a real-time dashboard and alerts for challenging calls that require their attention, enabling timely support and monitoring of agents’ well-being. Since the solution’s deployment across five lines of business, across 1,100 agents, the contact center has made substantial improvements in efficiency and quality scores.

Results

The CX/EX Scoring Bot has made a significant impact on agent efficiency with a decreasing average handle time by an average of 28 seconds per call. This reduction allows agents to handle more customer inquiries and increase their capacity to recover between calls, enhancing overall agent well-being.

Integrating the CX/EX Scoring Bot into contact center operations enables newer agents to achieve proficiency much quicker, resulting in more consistent service. Agents benefit from the real-time guidance delivering on the spot training ensuring customers feel heard and acknowledged.

There have also been substantial increases in quality scores. By providing real-time guidance based on speaking behaviors, agents can align their conversations more effectively with AI recommendations, resulting in improved customer experiences.

The insurer’s contact center leaders are also utilizing employee experience (EX) measurement to support their wellness initiative. By fostering a positive working environment and prioritizing employee well-being, the organization has been able to improve agent satisfaction and engagement, further enhancing the overall customer experience.

“The strength is the ability to listen into a live call, interpret information from there, and provide that notification. The true benefit of the CX/EX Scoring Bot is that it provides a continuous improvement cycle, and that is what we want to continue with.”
VP Customer Service Operations

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