Case Study: AXA Health reduces average handling time with Verint Wrap Up Bot

AXA Health shaves 60 seconds off AHT with Verint Systems

AXA Health, a UK-based health insurance provider, faced a challenge with its 1,100 agents spending up to six minutes on manual after-call work. This process was time-consuming, costly, and resulted in inconsistent and often incomplete call summaries, which risked diminishing the customer experience. To address this, AXA Health partnered with vendor Verint to implement its AI-powered Verint Wrap Up Bot.

The Verint solution used generative AI to automatically transcribe calls and create narrative summaries, which were then exported to AXA's CRM. This standardized the process and dramatically reduced handling time. The implementation by Verint was a success, achieving a 60-second reduction in average handle time across approximately 50,000 calls per week. This increased operational capacity for over 1,000 agents and significantly lowered the cost of after-call work.

AXA Health