15%
AHT reduction achieved
20%
Fewer escalations
80%
Fewer agent errors
$2M
In annual savings
The challenge
Overcoming inefficiency in the contact center
A leading UK insurer’s contact centers suffered from long hold times and frequent errors due to inefficient keyword-based searches. Agents struggled to find the right information, causing delayed responses, escalations, and inconsistencies. This damaged customer satisfaction and increased operational costs.
Key challenges
Frequent errors (~10% interactions)
High supervisor intervention rates (~30%)
Low efficiency amid 300,000+ monthly calls
Agents spending excessive time searching data
The solution
An efficient AI-powered knowledge retrieval framework
AI-backed retrieval
OCR for image-based info
Semantic search via LLMs
Integrated sharepoint/policy docs
Faster agent responses
Reduced manual lookup
Quick, accurate answers
Consistent knowledge base
Implementation approach
1
Deployment
8-week setup
AWS-based integration
Secure data handling
2
Training and customization
1000s of docs
OCR-enabled retrieval
Semantic search tuning
3
Enterprise rollout
Rapid adoption
Continuous learning
Ongoing enhancements
The impact
Unlocking efficiency and customer satisfaction
Operational efficiency & scalability
15%
AHT reduction
Faster responses
Less manual searching
Improved agent productivity
Customer experience gains
20%
fewer escalations
Higher satisfaction scores
Accurate, timely info
Consistent quality
Financial & strategic benefits
$2m
annual savings
Reduced churn costs
Enhanced profitability
Lower operational overhead
Looking ahead
Extended use cases & channels
Rolling out to other insurance lines
Continuous AI innovation
Integrating advanced LLM models
Scalability and adoption
Extending solution enterprise-wide
