Case Study

The 150 seat insurance call center Secure Plus faced dual problems: excessive agent downtime with unqualified callers and obnoxious levels of spam calls that stuffed their lines. The constant treatment of every call through their existing system caused poor conversion rates of 12% and elevated operating expenses in every policy sale.

The first prong of a three prong solution was call scoring by AI, which assessed speech patterns and keywords to predict caller intent. Calls mentioning “Medicare Part B” or “auto insurance quote” were routed automatically to dedicated agent teams. The agents were given real time whispers to prep them before taking the calls (e.g., “65-year-old caller inquiring about prescription coverage”). Simultaneously, the anti-fraud system killed off spam numbers and suspicious calling patterns, freeing up 22% call center capacity. These tools were embedded in their existing CRM to trace the entire customer journey, from the very first call to the sale of a policy.