Case Study: Versicherungskammer reduces misdirected calls with Spitch’s AI Virtual Assistant

Versicherungskammer improves frontline customer experience

Versicherungskammer, a large German insurance group, faced a challenge with its conventional DTMF IVR system, which resulted in 40% of incoming calls being either misdirected or unselected. This caused customer dissatisfaction, increased handling times for contact center agents, and higher operational costs. To address this, they turned to vendor Spitch for a solution.

Spitch implemented its AI Virtual Assistant, which uses natural language understanding for high-precision intent recognition to accurately steer calls to the correct insurance category. The solution also provides agents with a text pop-up summarizing the caller's issue. The results were significant, reducing misdirected calls from 40% to 15%, lowering operating costs, and improving both customer and employee experience.

Versicherungskammer

Miriam Ring

Head of Department