Call center ai · Production

AXA Health shaves 60 seconds from AHT across 50,000 calls per week with AI-powered Verint platform

The problem

AXA Health's 1100 agents spent an average of up to six minutes after each call manually summarizing discussions, a process that was time-consuming, costly, and produced inconsistent results — some summaries were incomplete or never written at all, causing customers to repeat themselves on follow-up calls.

Workflow diagram · grounded in source
1
Call completion trigger
trigger
“AXA Health's Verint Wrap Up Bot summarizes AXA's customer and agent interactions after the call is completed”
2
Audio transcription by LLM
ai_action
“Real-time audio is transcribed automatically by the LLM”
3
Generative AI summary creation
ai_action
“Generative AI creates a narrative summary”
4
CRM export
integration
“which is exported to AXA's CRM platform”
5
Summary review and analytics
output
“The summary is viewed in a single screen, with the data used for analytics and trusted decision making”
6
LLM continuous improvement
feedback_loop
“The secure Wrap Up Bot trains on AXA's latest LLM data to further improve the summary quality over time”
Reported outcome

The Verint Wrap Up Bot reduced average handling time by 60 seconds, standardized call summaries across 1000+ agents, improved compliance, and received an internal AXA award for Transformation and Innovation.

Reported metrics
average handling time (AHT) reduction60 seconds
agents at AXA Health1100
Manual after-call work time per call (before)up to six minutes
Calls per week (headline)50,000 calls / week
Show all 9 reported metrics
average handling time (AHT) reduction60 seconds
agents at AXA Health1100
manual after-call work time per call (before)up to six minutes
calls per week (headline)50,000 calls / week
calls per week (benefits section)55,000 calls per week
deployment time4 months
agents using Wrap Up Botover 1000 colleagues
operational capacityIncreased operational capacity
after-call work costSignificantly reduced the cost of AXA's after-call work
Reported stack
Verint Wrap Up BotLLMCRM
Source
https://www.verint.com/case-studies/axa-health-shaves-60-seconds-from-aht-with-ai-powered-verint-platform/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The Verint Wrap Up Bot reduced average handling time by 60 seconds, standardized call summaries across 1000+ agents, improved compliance, and received an internal AXA award for Transformation and Innovation.

What tools did this team use?

Verint Wrap Up Bot, LLM, CRM.

What results were reported?

average handling time (AHT) reduction: 60 seconds; agents at AXA Health: 1100; Manual after-call work time per call (before): up to six minutes; Calls per week (headline): 50,000 calls / week (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Call completion trigger → Audio transcription by LLM → Generative AI summary creation → CRM export → Summary review and analytics → LLM continuous improvement.

Related call center ai cases