Case Study: a top 5 health insurance company improves customer experience with Cogito

Elevating Customer Experience With Cogito

A top 5 health insurance company faced stagnant customer satisfaction scores despite agents providing accurate information, as customers perceived a lack of empathy and confidence during service calls. The company, a regional health plan, needed a scalable solution to guide agent communication style and measure performance comprehensively. They partnered with Cogito to implement its behavioral analytics software to address this challenge.

By using Cogito’s in-call guidance, agents received real-time cues to improve their listening and speaking behavior, which helped build better rapport. This solution led to a 23% improvement in customer satisfaction, a 15% reduction in handle time, a 10% decrease in agent churn, and provided supervisors with objective insights from 100% of calls, a significant increase from the previous 3%. Cogito enabled the health plan to deliver a more personalized customer experience and drive continuous improvement.