Case Study: Aflac simplifies and automates email processing with Pegasystems

Aflac simplifies and automates email processing of 3000+ emails a week

Aflac, a leading supplemental insurance provider, needed a modern way to handle the thousands of emails it received each week across seven inboxes. The manual classification and assignment of this volume of requests was slowing response times and increasing costs, creating a need for a more efficient, customer-centric contact center solution from Pegasystems.

Pegasystems implemented its Pega Customer Service email bot with AI and Natural Language Processing (NLP) to automatically classify, assign, and in some cases respond to emails without agent involvement. The solution automated 30% of incoming inquiries straight through, processed 3,000+ emails per week, and helped accelerate responses for the remaining 70% with AI-generated suggestions, significantly simplifying service and improving resolution speed.

Aflac

Rich Gilbert

Chief Digital and Information Officer