Case Study: a leading insurance company reduces training time by 30% with Engagely AI Chatbot

Reduce Training Time By 30% Using Internal Knowledge Bots For Customer Care Agents

The client, a leading insurance company, faced a significant challenge in managing its exhaustive and constantly changing internal knowledge, which included complex process trees and training materials. This made it difficult for customer care agents to find accurate information quickly, leading to lengthy training times and a poor customer experience. They partnered with Engagely to implement an AI-powered internal knowledge chatbot to serve as a single, accessible repository for their agents.

Engagely provided a solution featuring an assistant interface chatbot that agents could query for instant responses, a live chat fallback option, and a unified knowledgebase integrating all existing data sources. This implementation resulted in a 30% reduction in user training time, a 10% improvement in the NPS score, and a 30-50% reduction in support costs. The Engagely bot enabled agents to resolve requests in as little as two minutes, dramatically improving efficiency.