Case Study: Leading Life Insurance Company achieves 97.9% IVA containment and 19% call reduction with Verint Systems' Intelligent Virtual Assistant

Leading Life Insurance Company Simplifies Customer Experiences with Verint Intelligent Virtual Assistant

A leading U.S. life insurance company sought to simplify and improve how customers research and manage insurance, retirement, and asset protection online. Facing growing demand for digital self-service, the insurer wanted an intelligent virtual assistant that could provide immediate help, contain as many chat interactions as possible to reduce costs, and reliably escalate conversations that required human intervention.

The company partnered with Verint to deploy the Verint Intelligent Virtual Assistant and ran a Verint AI Blueprint to identify high-impact automation opportunities. Launched on the company website, the IVA provides 24/7 support for tasks like account management and claims, hands off complex cases with full transcripts to live chat agents, and achieved a 97.9% containment rate and a 19% reduction in contact center call volume.