Case Study: Esurance achieves $4.4M incremental revenue and 84% call deflection with Nuance Communications' Digital Engagement Platform

Nuance Digital Engagement Platform gives Esurance customers an optimal experience

Esurance, a direct-to-consumer auto and home insurer, faced rising digital demand and needed to give customers fast, seamless self-service without scaling contact center headcount. Working with Nuance Communications, Esurance deployed the Nuance Digital Engagement Platform—adding virtual assistant, live chat and co-browse—so customers could get answers 24/7 while the business captured intent and analytics to engage the right customer at the right time.

Nuance Communications combined automated virtual assistant interactions with human-assisted live chat, intelligent routing, co-browse and analytics to optimize journeys and escalate when needed. The results: $4.4M incremental live-chat revenue (Q3FY18), a 23% lift in live chat conversion after the VA launch, 84% of engagements deflected calls saving $1.6M (Q3FY18), live chat CSAT over 86% and an 85% first-contact resolution for the virtual assistant.

Esurance

Kate Leggett

Author