Streamlining CX for an Insurance Company with Design Thinking, AI and RPA
A large insurer with an 800-person contact centre faced complex interactions tied to MS Dynamics and MS 365, manual workflows, and declining CSAT. We conducted a Design Thinking Review and deployed AI virtual assistants, ML-powered email and form extraction, and RPA automation, reducing manual data entry by 60%, customer enquiry time by 40%, and redeploying 20% of FTEs to premium client engagement.
Key Outcomes
The Challenge
The insurer operated an 800-employee contact centre with complex customer interactions intrinsically linked to Microsoft Dynamics and MS 365. Main issues included inefficient IVR and call flows, manual workflows, a limited chatbot, and shared mailboxes creating bottlenecks. Customer frustration was visible, with CSAT scores impacted by a range of internal process inefficiencies across web, voice, and email channels.
Our Solution
We collected data and conducted a Design Thinking Review of the customer journey, with a key focus on streamlining and automating manual touchpoints. The multi-element solution included IVR refinement, an AI virtual assistant, ML-powered auto-extraction of email and form data, RPA automation leveraging Microsoft Dynamics and 365, and AI-driven shared mailbox automation. The project took approximately 6 months to deliver.
Download the Full Case Study
Get the complete case study with detailed methodology, results, and implementation insights.
Download PDF