Case Study: BGL Group extends voice self-service with Sabio's AI solution

How BGL Group extended self-service capabilities to phone with AI

BGL Group, a leading UK and European distributor of insurance and financial services, faced the challenge of meeting strong customer demand for phone support while also wanting to extend its self-service capabilities to that preferred voice channel. Their goals included providing immediate resolution for callers, reducing wait times for agents, and improving overall customer conversations. To address this, they partnered with vendor Sabio, which deployed its Airline customer service automation solution powered by Google CCAI and Twilio Flex.

Sabio's solution involved routing live calls to capture and categorize customer intents, creating a rich dataset. This data allowed the teams to identify and automate suitable customer journeys. The results included the immediate benefit of redirecting misrouted calls, such as roadside assistance queries, which reduced agent volume. Sabio helped BGL Group establish a strategic plan for automation, a model office team for rapid prototyping, and multimodal journeys to shift customers to the most efficient channel for resolution.

BGL Group

Barry Webb

Senior Manager Customer