Case Study: Southern Vanguard Insurance answers every inbound claims call with Atonom AI

Southern Vanguard Insurance resolves 48% of inbound claims calls with Atonom

Southern Vanguard Insurance, an insurance carrier, faced a challenge with its three-person claims team that was overwhelmed by hundreds of weekly inbound calls. During peak periods, policyholders experienced long wait times, and the specialized team spent excessive time on routine queries instead of complex claims. The company partnered with vendor Atonom to implement a solution using their Claims Support Cloud Employee service to handle this demand without expanding headcount.

Atonom deployed an AI agent named Maria to act as the first point of contact. The solution immediately answered every call, resolved common questions, and escalated complex cases. As a result, Atonom's solution resolved up to 52% of calls without human intervention during peak weeks, answered 100% of calls immediately, and allowed the existing three-person team to handle full inbound volume with zero added headcount.

Southern Vanguard Insurance