Customer support · Production

Leading life insurance company achieves 97.9% IVA containment rate with Verint Intelligent Virtual Assistant

The problem

A leading life insurance company wanted to enhance digital self-service experiences and contain chat interactions within an IVA to lower costs, while also needing to recognize when to escalate to live agents.

Workflow diagram · grounded in source
1
AI Blueprint use-case discovery
ai_action
“Verint AI Blueprint is a robust conversational analysis system that takes a company's existing business data to identify and validate IVA use cases, de-risk investments, and accelerate automation opportunities”
2
Customer initiates self-service
trigger
“Customers now have around-the-clock help with various activities, including account management and checking claim status, as well as access to information on policies, payments, and more”
3
IVA handles customer query
ai_action
“the IVA has been able to assist thousands of customers, helping them to complete tasks without the assistance of live help”
4
Escalation recognition and routing
routing
“the technology also needed to have the keen ability to recognize and escalate conversations that genuinely need human intervention to the company's live chat agents”
5
Transfer to live agent with transcript
integration
“the IVA seamlessly transfers the conversation, along with a full transcript, to Verint Chat Engagement, where one of the life insurer's chat operators can engage with the customer”
Reported outcome

The life insurer achieved a 97.9% IVA containment rate six months after launch and reduced contact center call volume by 19%, while providing around-the-clock customer self-service.

Reported metrics
IVA containment rate97.9%
Contact center call volume reduction19%
Time to achieve containment rate post-launchsix months after the IVA's launch
Customer support availabilityaround-the-clock customer support
Reported stack
Verint AI BlueprintVerint Customer Engagement PlatformVerint Enterprise RecordingVerint Automated Quality ManagementVerint Workforce ManagementVerint Performance ManagementVerint Desktop and Process AnalyticsVerint Speech AnalyticsVerint Chat Engagement
Source
https://www.verint.com/case-studies/leading-life-insurance-company-simplifies-customer-experiences-with-verint-intelligent-virtual-assistant/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The life insurer achieved a 97.9% IVA containment rate six months after launch and reduced contact center call volume by 19%, while providing around-the-clock customer self-service.

What tools did this team use?

Verint AI Blueprint, Verint Customer Engagement Platform, Verint Enterprise Recording, Verint Automated Quality Management, Verint Workforce Management, Verint Performance Management, Verint Desktop and Process Analytics, Verint Speech Analytics, Verint Chat Engagement.

What results were reported?

IVA containment rate: 97.9%; Contact center call volume reduction: 19%; Time to achieve containment rate post-launch: six months after the IVA's launch; Customer support availability: around-the-clock customer support (source-reported, not independently verified).

How is this customer support AI workflow structured?

AI Blueprint use-case discovery → Customer initiates self-service → IVA handles customer query → Escalation recognition and routing → Transfer to live agent with transcript.

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