Case Study: One Call Insurance achieves 94.8% automated voice AI accuracy with logicdialog

UK Motor and Home Insurer automates 119,224 interactions with logicdialog at 94.8% accuracy

One Call Insurance, a UK motor and home insurer, faced significant operational challenges due to high contact centre volumes, particularly during renewal periods. Their agents were overburdened, acting as "middleware" for repetitive tasks like authentication and payments within a strict compliance environment. This led to bottlenecks and inconsistent service. To address this, they partnered with the vendor Logicdialog to implement a Voice AI orchestration solution.

Logicdialog's solution involved a phased automation of key workflows, starting with renewals and expanding to authentication, compliance, and payments. The implementation resulted in 119,224 interactions being automated over 211 days with a 94.8% accuracy rate. Key outcomes included the automatic logging of thousands of compliance confirmations, the handling of 565 daily interactions on average, and a containment rate of 17-35%, which freed up agent capacity and provided a robust, auditable trail for Consumer Duty obligations.