Case Study: Aviva improves compliance, cuts orphaned calls, and boosts NPS with Verint Speech Analytics

Aviva increases TNPS by 85% with Verint Speech Analytics

Aviva, a leading U.K. insurance company, faced a challenge with customers becoming "orphaned" from their financial advisors. This situation created compliance risks and poor customer experiences, leading to an increase in costly, complex support calls. To address this, Aviva turned to Verint, utilizing its Speech Analytics solution to better identify and understand these orphaned customer cases.

Verint implemented a new speech analytics category to accurately detect calls about advisor removal, cross-referencing it with other data to gain critical insights. This allowed Aviva to improve agent scripts, ensure regulatory compliance, and take targeted action. The results included a 20% reduction in orphan-related calls, improved audit processes, and an 85% increase in Transactional Net Promoter Score, showcasing significant cost savings and enhanced customer satisfaction driven by Verint's solution.

Aviva