Case Study: an insurance provider improves contact center QA and customer experience with Level AI

Level AI Transformed Contact Center Operations to Uncover Customer Insights for an Insurance Provider

A major insurance provider faced challenges in harnessing its vast contact center data to improve customer experience. Their existing quality assurance system, based on rigid rules, failed to accurately reflect agent performance and customer needs. Partnering with Level AI, they sought to unlock actionable insights and implement an automated generative AI solution for their operations.

Level AI implemented its AI-powered quality assurance scoring and Voice of the Customer solution to analyze conversation data. This provided accurate performance insights and identified customer pain points. Furthermore, Level AI's agent assist solution provided real-time guidance to agents, which reduced average handle times by 20% and increased First Call Resolution rates by 15%, significantly improving efficiency and customer satisfaction.