Case Study: Aviva achieves improved vulnerable customer identification and ~97% transcription accuracy with Verint Systems' Speech Analytics

Aviva Life Reimagines Vulnerable Customer Experience with Verint Speech Analytics

Aviva, a leading U.K.-based insurer with about 16–18 million customers, handles more than three million calls a year—over 330,000 hours of transcribed conversations—making it difficult to spot vulnerable customers, repeat callers, and service gaps across its life, health and general insurance lines. The business needed a way to analyze this large voice-data set quickly and accurately to identify vulnerability signals (FCA categories such as health, life events, capability and resilience), repeat demands and agent handling issues.

Aviva deployed Verint Speech Analytics on AWS to transcribe and automatically categorize calls using AI, achieving roughly 97% transcription/category accuracy and typical transcription within four hours. The solution surfaces vulnerability and risk categories, creates watchlists for repeat or at‑risk callers, enables automatic routing to specially trained teams, and provides insights for targeted agent coaching—resulting in more consistent, responsive customer experiences and better protection for vulnerable customers.

Aviva

Tristan Harper

Principal Data Scientist