Case Study: a dental insurance agency accelerates digital transformation with LivePerson Analytics Studio

Dental Insurance Agency reduces talk time by 10% with LivePerson

LivePerson implemented its Analytics Studio voice analytics solution for a dental insurance agency facing a digital transformation challenge. The customer was processing millions of call minutes annually with manual, spreadsheet-based categorization, which limited insight and efficiency. They needed to modernize operations, understand call drivers, and improve both customer and agent experience.

The solution provided automated transcription and analysis of 100% of calls, delivering insights through pre-built Tableau dashboards. Key results included the elimination of six months of IT effort for data handling, identification that 12% of provider calls were for simple claim status checks, and a project to reduce average handle time by 10% company-wide. LivePerson's technology enabled data-driven process improvements across the contact center.

Dental Insurance Agency