Case Study: Aviva Life enhances vulnerable customer experience with Verint Speech Analytics

Aviva Life achieves 97% transcription accuracy with Verint Systems

Aviva Life, a leading multinational insurance company, sought to better understand and serve its vulnerable customer groups. To explore the vast data from millions of annual customer calls, the company partnered with vendor Verint and implemented its AI-powered Verint Speech Analytics solution.

Using Verint Speech Analytics, Aviva automatically identified and categorized calls based on themes of vulnerability, achieving a transcription and category accuracy of approximately 97%. This enabled the creation of customer watchlists and the routing of calls to specially trained agents. The solution from Verint helped Aviva drive a consistently strong customer experience across all groups and enhanced its ability to identify and better address vulnerable customers.