Case Study: Suncorp achieves increased self-service adoption and reduced call volumes with Verint Systems' Intelligent Virtual Assistant

Suncorp Improves Customer Engagement with Conversational User Interfaces

Suncorp, a leading finance, insurance and banking group in Australia and New Zealand (brands include AAMI and GIO), sought to modernize customer engagement by adding conversational user interfaces across its sites. The organisation needed a single intelligent virtual assistant platform that could support multiple brand personas, integrate with a central knowledge base, handle complex enquiries and live-chat handoffs, and reduce call-centre load while improving digital adoption.

Suncorp partnered with Verint and deployed Verint Intelligent Virtual Assistant alongside Verint Live Chat, Knowledge Management and other engagement tools, using a Verint AI Blueprint to prioritise high‑ROI use cases and accelerate automation. The IVAs (AAMI, “George” for GIO, and “Scout” for banking) deliver 24/7 support, have answered 310,934 questions from 151,883 conversations, reached 93% intent understanding, increased self‑service adoption, reduced call volumes and wait times, scaled quickly during COVID, and earned industry recognition.

Suncorp