Call Center Automation for Insurance
How we reduced handle time by 35% and launched automated QA on 100% of calls.
Challenge & Solution
PolisaPlus - a mid-sized insurance company - was handling 2,000+ calls daily in its call center. Agents spent an average of 12 minutes per call, half of which was manual policy lookup, data verification, and form filling. Quality control covered only 3% of calls - the rest went unaudited. Operating costs were rising while service quality declined.
We implemented a comprehensive automation system: a real-time AI assistant suggests answers to agents, auto-fills forms, and retrieves policies. A speech analytics engine analyzes 100% of calls for quality, compliance, and customer sentiment. After deployment, average handle time dropped by 35%, and automated QA catches issues immediately - not weeks later.
Measurable Outcomes
Tech Stack
How we deliver
Call Center Analysis
We listened to and categorized 500 calls, mapping the most common scenarios and bottlenecks.
AI Model Development
We built a pipeline: transcription, intent analysis, agent suggestions, and automatic quality scoring.
CRM Integration
We connected the AI to the insurer's CRM, policy database, and call center platform.
Rollout & Training
Gradual deployment - first 10 agents, then the entire team. Training sessions and prompt optimization.
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