Case Study: Aflac achieves faster service and $4M savings with Pegasystems

Aflac reshapes the customer experience with AI and automation

Aflac, a leading U.S. supplemental health insurance provider, faced high call volumes, long wait times, high abandonment rates, and inefficient manual processes across disconnected legacy systems. To improve service and gain a 360-degree view of customers, Aflac turned to Pegasystems and its Pega Customer Service and Pega Platform solutions.

Pegasystems helped Aflac consolidate applications, automate workflows, and deploy virtual agents, chat, and email bots with AI and NLP. The result was a 33% reduction in claim-request handling time, 75% of inbound chats handled by virtual agents, and $4M saved through self-service, along with shorter wait times, 65% less client-authentication effort, and 100% compliance with regulatory voice-recording requirements.

Aflac

Shelia Anderson

SVP, Chief Information OfficeR