Case Study: a major auto insurance company triples self-service and cuts email volume in half with Quiq

Auto Insurance Company triples self-service rates with Quiq

An auto insurance company faced a significant challenge as rapid growth overwhelmed its support team. Their legacy Zendesk chatbot could not handle nuanced, policy-specific questions, resulting in low self-service rates and a growing backlog of email tickets. To address this, the company partnered with vendor Quiq to implement a next-generation AI agent.

Quiq's solution was an AI agent powered by large language model technology, which provided 24/7 support and understood natural language to generate personalized answers. This implementation tripled the self-service resolution rate and cut inbound email support tickets by 55%, while also achieving a customer satisfaction score that matched human agent benchmarks.