Case Study: Western & Southern Life reduces handle time and improves customer service with Rollio AI

Western & southern life incorporates rollio.Ai to aid its personalized service interactions on salesforce.Com

Western & Southern Financial Group, a Fortune 500 insurer, sought to improve the efficiency of its customer service agents using Salesforce.com. The challenge was to reduce the time spent on manual data entry during calls to allow agents to handle more customer interactions effectively. To address this, they incorporated Rollio AI's natural language processing product.

Rollio AI implemented its voice-enabled interface to automate the process of entering and updating cases within Salesforce. The solution led to significant results, including a consistent 6% reduction in handle time per call and the ability to service 434 more customers per week with the same team. Rollio AI also helped achieve faster after-call work completion, a lower abandoned call rate, and increased NPS scores, while drastically cutting the time agents spent on manual data updates.

Western & Southern Financial Group

Joe Lynch

Vice President