Case Study: Leading US Health Insurance Company achieves 80% reduction in after-call work, 20% lower AHT and $6M annual savings with Uniphore’s U-Assist™

Leading US health insurance company increases its agents’ productivity by automating mandatory tasks with Uniphore’s U-Assist™

Health Insurance Company, a leading US health insurance brand with multiple contact centers and over 1,000 agents handling more than a million calls a year, faced heavy agent burden from mandatory after-call work, long average handle times, multi-application distractions, and difficulty capturing voice-of-customer insights. To tackle these challenges they engaged Uniphore and adopted its U-Assist™ agent co-pilot solution.

Uniphore implemented U-Assist™ to transcribe calls, apply NLP/ML to auto-generate summaries and dispositions, introduce chatbots for simple inquiries, and augment agent desktops with alerts and a knowledge base. The solution reduced after-call work by 80%, cut average call handle time by 20%, increased first-call resolution and agent productivity, improved customer satisfaction, and delivered about $6 million in annual cost savings.