Case Study: Tower Insurance improves customer service and deflects chats with Ambit conversational AI

Tower Insurance Leads the Way in Conversational AI Design

Tower Insurance, a New Zealand-based insurer, sought to improve customer service efficiency and provide support outside of standard business hours. The company partnered with conversational AI vendor Ambit to implement a digital employee, named Charlie, to handle customer inquiries and automate processes.

Ambit provided its no-code conversational AI platform to design and deploy Charlie. The solution successfully handled over 63,000 conversations, deflecting a significant volume of queries from human agents and leading to an 11% reduction in their workload. Key results included a 33% improvement in the digital employee's Net Promoter Score (NPS) and the completion of over 6,500 self-service forms, allowing customers to get help at any time.

Tower Insurance

Navishan Mendis

Digital Conversations Expert