Case Study: Leading Digital Insurance Payment Provider achieves 500+ monthly man-hours saved, 100% data accuracy and 30% faster IVR payments with Nividous

A Leading Digital Insurance Payment Provider Automates Its IVR Process

Leading Digital Insurance Payment Provider, which processes a large share of insurance payments via IVR, faced a labor-intensive, error-prone workflow: 50 FTE call-center agents made roughly 2,000 IVR calls daily (about 5 minutes per call), handling sensitive PII/PCI data and exposing the business to manual errors. To address this, the customer engaged Nividous and its intelligent automation platform to automate the IVR payment process.

Nividous deployed an end-to-end automated solution—using the Nividous Bot, Nividous Control Center, Twilio Voice APIs and Google Dialogflow—to act as an integration gateway, perform speech-to-text and intent classification, update the application portal, and run as a managed service. Nividous’ implementation delivered zero downtime, eliminated human error, saved over 500 man-hours monthly, improved process TAT by more than 30%, and achieved 100% data accuracy.