Case Study: a leading insurance company reduces call handling time with Awaken’s Synergy

Simplifying complex claims processes in the insurance market

Awaken worked with leading insurance company to simplify complex claims handling across motor, property, casualty, accident and health lines. The customer needed a better way to manage claims conversations, reduce call times, improve customer experience, and support compliance across multiple territories and channels.

Using Awaken’s Synergy Dynamic Agent Guidance solution, along with Conversational Analytics and Dispatch, the insurer replaced a developer-heavy legacy scripting process with a flexible, non-technical, conversational workflow. The result was up to 30% lower call handling time, 70% faster agent upskilling, improved customer journey and compliance monitoring, and lower agent attrition, while also speeding claims documentation and loss adjustor coordination.