Case Study: Delta Dental of Washington reduces call center costs and improves customer experience with VoiceBase

How Delta Dental of Washington Drills into Call Driver Analysis with AI-powered Voice Analytics

Delta Dental of Washington, the dental benefits provider, was struggling with rising call volumes and little visibility into what customers were actually asking for in the contact center. To better understand call drivers, improve agent efficiency, and enhance customer experience, the company turned to VoiceBase’s AI-powered voice analytics solution.

With VoiceBase, Delta Dental of Washington automatically tagged every call by reason for contact, built service categories, and analyzed 100% of calls for insights like sentiment, silence, and overtalk. The results included a 12% increase in RFC discovery and a 10% decrease in company-wide AHT, while also revealing that ID card-related calls were far more common than previously thought. VoiceBase helped DDWA reduce manual QA work, uncover digital ID card confusion, and improve customer guidance and coaching.

Delta Dental of Washington

Becky Masters

Director Digital Experience