Customer case
Handle the entire flow from launch
About this client.
The client is an insurance brokerage firm offering solutions for individuals, professionals, and businesses. It collaborates with a network of partner brokers to provide contracts in health, provident insurance, auto, home, and savings, tailored to each client's needs.
How did you approach the project?
Talisker’s involvement focused on the overall orchestration of the process with Amelia, the customer service team, and the IT department, as well as facilitating workshops to define the customer experience and translate it into specifications, organized in two phases:
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Workshops to gather intents with the customer service, Brokerage, and Mutual Insurance teams to build the conversational AI’s language understanding models;
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Workshops to clarify business processes in order to translate them into specifications and define interactions with the associated APIs.
And what was the situation when you finished?
Our shared experience with the Amelia teams enabled an optimal implementation of the tool, which now handles the entire flow: 100% of incoming calls go through Amelia.
The continuous improvement process established for the language understanding models, based on a concrete production database, led to impressive results in the quality of responses provided to customers. The conversational AI can correctly detect over 90% of intents in production and automatically transfers 18% of identified calls to the Mutual Insurance entity.
Setup
1 Amelia project manager and 1 Talisker consultant
Where did you start from?
Like most customer service departments, the situation was straightforward. The customer service team was not staffed enough to handle all incoming calls, especially during peak periods. This resulted in approximately 15% of calls going unanswered, with the associated negative impact on customer satisfaction.
In this context, the company’s Operations Director became interested in the benefits of Conversational AI (IAC), both to quickly deliver value to the teams and to stay ahead in adopting new technologies. Amelia, the IAC solution, was positioned upstream of call handling to autonomously identify the subject of incoming calls and route requests to the appropriate processing team. Amelia’s call routing allows calls to be transferred either to the Mutual entity, where it manages certain use cases end-to-end, or to the Brokerage entity, where calls are redirected to the customer service team.
Talisker’s involvement took place in two phases. First, they focused on demonstrating the value of the IAC through the construction of prototypes. Second, they supported the deployment of the IAC platform within the Brokerage entity, with automatic call transfers to the Mutual entity to implement two use cases:
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Routing incoming calls to the Brokerage entity’s number to redirect clients mistakenly calling the Mutual’s number, with the goal of reducing incoming call volume by nearly 20%;
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Teaching Amelia a first business skill to enable end-to-end handling of some Mutual requests transferred.
In your opinion, why were you successful?
Engaging customer service center employees from the early stages of the project was a key success factor. Building the intent structure based on real conversations, in collaboration with the customer service teams, notably helped develop sufficient internal knowledge to ensure the solution’s functional maintenance over time.
The decision to progressively open the service—starting with one hour per day, then one day per week, before covering the full opening hours—facilitated technology adoption without imposing it on end users. Additionally, this approach allowed for model adjustments by incorporating user feedback, supporting continuous improvement of the customer experience.