Case Study: Largest US Mutual Life Insurance Company achieves 95% virtual agent success with Amelia

Largest US Mutual Life Insurance Company - Customer Case Study

The Largest US Mutual Life Insurance Company wanted to improve customer and employee service while reducing the time needed to resolve high-volume requests. With more than 10,000 employees and a similarly sized customer base, the company turned to Amelia and its virtual agent capabilities to explore a more natural, humanlike alternative to standard chatbots.

Amelia deployed a cognitive virtual agent for employee and customer use cases, including benefits eligibility questions, address changes, loan requests, and payment frequency updates. In user acceptance testing, Amelia achieved a 95% success rate in online chat, including call escalation scenarios, and the strong early results led the insurer to approve expansion of Amelia’s voice capabilities into other areas of the business.