Case Study: Ageas achieves 77% first-contact FAQ resolution with boost.ai conversational AI

How Ageas successfully resolved more than three-quarters of chat FAQs first-time with conversational AI

Ageas, one of the UK’s largest car and home insurers, needed to reduce agent time spent on simple, repetitive queries while giving customers 24/7 digital access. To address this, Ageas chose boost.ai’s no-code conversational AI virtual agent to automate answers to frequently asked questions and complement its existing live chat and phone support.

boost.ai built and deployed the virtual agent in under four months and enabled Ageas’ customer support team to own training and maintenance. The bot now handles roughly 10,000 interactions per month, resolves 77% of FAQ chats on the first contact, and hands off complex issues to live agents—freeing staff for higher-value work and improving customer self-service.

Ageas

Tracey Sheldon

Head of Continuous Improvement