Case Study: a pre-eminent multi-product insurer achieves 75% QA overhead reduction and 100% call coverage with MOJO-CX Leader AI

Pre-eminent Multi-product Insurer cuts QA overhead by 75% with MOJO-CX

A pre-eminent multi-product insurer was seeking to optimize its quality-management function and maintain FCA Consumer-Duty compliance. The challenge was that its previous attempts to automate quality assurance via speech analytics had stalled due to integration issues, model inaccuracy, or a lack of business buy-in. The insurer turned to MOJO-CX and its Leader AI Auto-QA service for a solution.

MOJO-CX integrated with the insurer's existing systems in just five weeks and built 74 bespoke scorecards. This solution enabled the scoring of 100% of calls for quality, compliance, and vulnerability, a significant increase from the previous 2% sample. The implementation resulted in a 75% reduction in QA overhead, saving approximately £1 million per annum and freeing 30 FTE to be redeployed to higher-value work.