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A leading U.S. insurer partnered with [24]7.ai to modernize its customer service model by implementing AI-powered Natural Language IVR and Visual IVR solutions. The insurer aimed to automate routine tasks, reduce agent workload, and enhance customer experience. The deployment resulted in a 25% containment rate, faster claims processing, and improved contact center efficiency, allowing agents to focus on complex, high-value interactions. This transformation delivered measurable impact, reduced operational overhead, and positioned the insurer for future-ready customer service.
By automating common claims, such as windshield replacements, the insurer achieved a significant reduction in average handling time, accelerating service delivery. With the IVR deflecting repetitive tasks, agents are now dedicated to complex, high-value interactions, resulting in improved productivity.