Case Study: Aspire General Insurance scales voice automation and doubles contact center capacity with boost.ai

Aspire General Insurance automates 37,000 monthly calls with boost.ai

Aspire General Insurance Services faced rapid growth that overwhelmed its contact center, leading to long wait times. After their legacy chat vendor went out of business, they turned to boost.ai to initially stabilize their chat channel. The primary challenge, however, was scaling their voice channel to handle a high volume of calls in both English and Spanish without proportionally increasing staff, as their existing touchtone IVR was insufficient for complex queries.

By implementing boost.ai's Voice AI Agent, Aspire created an authentic, native-speaker experience in both languages. The solution reused existing intents from their chat agent and integrated securely with their database to provide real-time information. This allowed boost.ai's technology to automate 37,000 calls per month, achieving a 43% automation rate in English and 53% in Spanish. This effectively doubled the contact center's capacity without adding headcount, freeing live agents to handle more complex and high-value work.

Aspire General Insurance Services