Case Study: Ecuador's largest insurance provider achieves 75–80% automation and up to 25% cost reduction with Kore.ai

Ecuador's Largest Insurance Provider boosts automation to 75-80% with Kore.ai

Ecuador's largest insurance provider faced significant challenges in its contact center operations due to heavy reliance on manual processes and fragmented systems. With over 120,000 monthly customer interactions, the company was dealing with rising operational costs, low self-service rates, and increasing pressure on its agents. To modernize its service delivery, the organization partnered with Kore.ai to implement its AI for Service solution.

Kore.ai deployed a fully integrated, agentic customer service solution that unified voice and digital channels into a single orchestration layer. The implementation automated over 40 high-frequency use cases and introduced real-time Agent AI assistance. This resulted in a projected automation rate increase to ~75-80%, a ~25% reduction in operational costs, and an up to 30% improvement in Net Promoter Score, transforming the insurer's efficiency and scalability.