Case Study: Excel achieves 15% higher call transfer rates with Infer's AI Voice Agent

How Excel Increased Call Transfer Rate by 15% with an AI Voice Agent

Excel, a rapidly growing insurance marketing company, faced a significant challenge with its interactive voice response (IVR) system. A high drop-off rate of 50% occurred when health insurance callers were asked to provide their age, as the automated system could not address their questions or concerns.

Infer implemented an AI voice agent solution that could engage in natural conversations, answering questions and explaining the need for age information. This solution from Infer increased Excel's call transfer rate by 15%, generating an annualized profit of $2.5 million while maintaining the quality of the transferred calls.

Excel

Aram Gushchyan

SVP of Growth