Case Study: Matic automates insurance call workflows with Retell AI

How Matic Uses Retell AI to Automate Critical Insurance Call Workflows

Matic, a multi-line digital insurance agency, faced significant inefficiencies in its call operations, including unreliable after-hours coverage, unproductive calls, and time-consuming data collection tasks that hindered customer service. To address these challenges, Matic partnered with Retell AI and implemented its AI voice agent platform to automate critical workflows.

Retell AI's solution automated after-hours support, appointment confirmations, and lead qualification. The implementation handled over 8,000 calls in a single quarter with an 85-90% transfer success rate, reduced data collection time by approximately three minutes per call, and automated 50% of low-value tasks. This allowed Matic to significantly reduce operational costs while maintaining a 90 NPS score and repurposing its human agents for higher-value work.

Matic

Brian Barker

Product Manager