Case Study: The Standard achieves dynamic, AI-driven contact center transformation with NICE Systems' Enlighten Autopilot

The Standard Moves from Static to Dynamic with Enlighten Autopilot

The Standard, a Portland-based provider of insurance and retirement products since 1906, faced mounting contact-center complexity after years of digital transformation. Disconnected customer journeys, limited self-service, knowledge gaps, and rising customer expectations prompted the company to seek a modern platform to simplify operations, improve agent and customer experience, and boost operational efficiency.

The Standard implemented NICE CXone with Enlighten Autopilot (conversational IVR) and worked with NICE Value Realization Services for a phased rollout, updated surveys, dashboards, and governance. The change unlocked new metrics and real‑time insights—IVR and post‑call feedback now average a 40%+ response rate across more than one million interactions annually—and helped raise customer satisfaction (4.6/92%) and effort scores (4.8/96%), improve containment and self‑service, and establish a foundation for continuous improvement.

The Standard

Sarah Ross

Senior Director of the Contact Center