Segmentation, Self-Service & Speed: Unlocking Operational Efficiency in Insurance Support
With an active call center powered by Amazon Connect, they serve a diverse customer base across the United States through both consumer and agent support lines.
challenge
Their call center operations were facing multiple inefficiencies that impacted customer experience and operational agility:
- Basic IVR Limitations: All incoming calls were routed to a single queue, irrespective of the nature of the inquiry—resulting in high average wait times and inefficient agent utilization.
- Lack of Self-Service Options: Routine tasks like making payments required speaking with a live agent, even when automation was possible
- No Segmentation: VIP customers and high-volume agents were not prioritized in call queues, leading to potential dissatisfaction among key business drivers.
- Slow System Response: Customer identification relied on data stored in Google Cloud, causing delays due to cross-platform integrations.
- No Call Categorization: The existing IVR lacked natural language understanding, limiting its ability to interpret customer intents dynamically.
solution
To address these bottlenecks, the team redesigned and modernized our clients call center architecture using AWS-native tools and advanced AI-driven capabilities:
Advanced NLP-Driven IVR via Amazon Lex:
- Integrated Amazon Lex bots to interpret natural language utterances and identify customer intent accurately.
- Enabled dynamic call routing based on recognized intents, reducing manual intervention
Customer & Agent Segmentation:
- Developed separate routing logic for VIP customers, regular customers, VIP agents, and regular agents, each with dedicated queues and service flows.
- Segmented queues for high-priority VIP customers and agents to minimize their wait times.
Self-Service Enablement:
- Designed and integrated self-service flows for payment processing and claims, allowing customers to complete common tasks without agent assistance
- Leveraged AWS Pinpoint to send payment links via SMS directly to registered customer numbers.
Data Integration & Optimization using Ennabl:
- Integrated AWS Glue and DynamoDB with Ennabl, a data aggregation platform, to centralize customer and policy data. This improved customer identification speed from several seconds to ~200 milliseconds.
Smarter Agent Support with Live Transcription
- Agents no longer needed to split their attention between the customer and note-taking. Live transcription automatically captured important information during calls, letting agents focus fully on the customer.
Outcomes
- 95% Faster Customer Identification: Lookup time reduced from 3–5 seconds to under 200ms.
- 30–40% Reduction in Agent Workload: Self-service options for payment and claims reduced the number of basic queries reaching live agents.
- Reduced Customer Wait Times: VIP and segmented queuing slashed average wait times dramatically.
- Higher First-Call Resolution (FCR): Intent-based routing ensures customers are directed to the right destination on the first try.
- Future-Ready Architecture: Supports multilingual expansion and further automation, including claims and quote flows.
AI-driven routing and self-service have transformed our support operations. Wait times are down, efficiency is up, and our customers are happier than ever.
Let’s work together
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