Case Study: a leading general insurance firm achieves 40% time savings with Fractal's virtual agent solution

The art of conversation Improving efficiency through virtual agents

Fractal partnered with a leading general insurance firm to address significant inefficiencies in its contact center. The client was struggling with long customer wait times and wasted agent hours, as a high volume of simple queries were being mishandled or taking too long to resolve. They needed an automated solution to identify caller intent and manage simpler requests, thereby freeing up agents to focus on more complex issues.

Fractal developed and deployed a voice bot on GCP using machine learning and NLP techniques. The solution was trained on thousands of past conversations to accurately handle intent categories like policy updates and document requests. This automation resulted in an estimated 40% time savings for customer care agents by effectively managing a large portion of call volume, with some automated intents achieving a 95% accuracy rate.