Case Study: Acorn Insurance achieves 96% chat containment with boost.ai

Acorn Insurance scales to 60,000 monthly chats and 96% containment with boost.ai

Acorn Insurance, a UK-based non-standard motor insurer, faced challenges scaling its contact center to meet growing customer demand and providing service outside core hours. They partnered with conversational AI vendor boost.ai to build an AI Agent capable of handling a high volume of chat enquiries and extending availability.

boost.ai implemented a deeply integrated solution, including a CRM connection for user authentication and an automated WhatsApp workflow for claims. The results were significant, with monthly chats increasing to over 60,000 and a 96% containment rate. The solution also led to a 23.7 percentage point increase in CSAT and the automated collection of over 10,000 evidence files monthly.

Acorn Insurance