Case Study: a US-based insurance aggregator boosts call center efficiency with V2Force

US-based Insurance Aggregator cuts customer lookup time to under 200ms with V2Force

V2Force partnered with a US-based insurance aggregator to address significant inefficiencies in their Amazon Connect call center. The client faced challenges including a basic IVR that routed all calls to a single queue, a lack of self-service options for routine tasks, no prioritization for VIP customers, and slow customer identification due to cross-platform data integrations.

The solution implemented by V2Force utilized advanced AWS-native tools, including an Amazon Lex bot for NLP-driven intent recognition and dynamic call routing. They created segmented queues for different customer types, enabled self-service flows for payments and claims, and integrated Ennabl with AWS Glue and DynamoDB to centralize data. The results were a 95% faster customer identification, a 30-40% reduction in agent workload, dramatically reduced wait times, and higher first-call resolution rates.