Case Study: King Price Insurance achieves AI-powered contact center transformation with Genesys Cloud

King Price Insurance - Customer Case Study

King Price Insurance, one of South Africa’s fastest-growing insurers, needed to unify service operations and IT across its South African, Namibian, and Danish businesses while improving digital customer journeys. Its isolated WhatsApp channel and complex, multi-region contact center setup made it difficult to deliver consistent, AI-powered service at scale, so the company looked to Genesys for a better solution.

Genesys replaced King Price Insurance’s existing Genesys PureConnect environment with Genesys Cloud AI-Powered Experience Orchestration, with support from partner Connect, in an eight-month phased migration. The new platform enabled tighter integration of WhatsApp with external AI engines, personalized routing and self-service, and a more connected CX model across five brands, helping King Price Insurance move toward greater efficiency and a more seamless customer experience.

King Price Insurance

Bianca Nel

Product Owner